Financial Consumer Protection and Ageing Populations

Financial Consumer Protection
and Ageing Populations

Financial Consumer Protection
and Ageing Populations
Please cite this publication as:
OECD (2020), Financial Consumer Protection and Ageing Populations
www.oecd.org/finance/Financial-consumer-protection-and-ageing-populations.pdf
This work is published under the responsibility of the Secretary-General of the OECD. The opinions expressed and
arguments employed herein do not necessarily reflect the official views of OECD member countries.
This document, as well as any data and map included herein, are without prejudice to the status of or sovereignty over
any territory, to the delimitation of international frontiers and boundaries and to the name of any territory, city or area.
© OECD 2020
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Foreword
This report sets out key findings, conclusions and policy considerations relating to financial consumer
protection approaches in response to the issues associated with ageing populations. It sets out detailed
analysis of inputs provided by members of the G20/OECD Task Force on Financial Consumer Protection
and the International Financial Consumer Protection Organisation (FinCoNet). This report is a
complementary piece to the G20 Fukuoka Policy Priorities on Ageing and Financial Inclusion, produced
by the GPFI and the OECD for the Japanese G20 Presidency 2019 and published in June 2019.
The OECD wishes to acknowledge with thanks the contribution of the members of the G20/OECD Task
Force on Financial Consumer Protection and FinCoNet in providing input and case studies.
The report was produced by Miles Larbey, Head of the Financial Consumer Protection Unit, with data
analysis conducted by Peter Gillich, Policy Analyst, and support from Flore-Anne Messy, Head of the
Insurance, Private Pension and Financial Markets Division at the OECD.
.
FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

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Table of contents
Foreword 3
Executive summary 8
1 Introduction 10
2 Policy context 12
2.1 G20/OECD Task Force on Financial Consumer Protection 12
2.2 International Financial Consumer Protection Organisation (FinCoNet) 12
2.3 Promoting financial well-being: the inter-relationship between financial consumer
protection, financial education and financial inclusion 12
2.4 Global Partnership on Financial Inclusion 13
2.5 Japanese G20 Presidency 2019 14
3 Scope and methodology 15

3.1 Scope 15
3.2 Methodology 15
4 Overview of the ageing population 17

5 Issues and concerns relating to the ageing population as financial consumers 20
5.1 Ageing Population as a Public Policy issue 20
5.2 Definitions of “older person” 22
5.3 Factors which make some older people vulnerable 23
Lower digital capability 25
Lower financial literacy 25
Cognitive decline 26
Physical decline 26
Social isolation 27
5.4 Elder Financial Abuse 27
5.5 Issues for older people relating to access to specific financial products and services 30
Access and availability of bank branches 31
Access to financial products 31
Barriers due to low digital capability 32
6 Financial Consumer Protection and related policies and approaches 34

6.1 Legal, regulatory and supervisory frameworks 34
6.2 Role of oversight authority 34
Multi-stakeholder involvement 36
6.3 Disclosure and transparency 37

6
6.4 Equitable and fair treatment and responsible business conduct 38

Frontline services 39
Bank branches 44
Financial advice and financial management 46
6.5 Financial products 48
Financial products for older people 48
Product Oversight & Governance Requirements 52
Technology supported product and service design 53
6.6 Financial scams and frauds 55
7 Conclusions and policy considerations 61

7.1 G20 Fukuoka Policy Priorities 61
7.2 Policy considerations relating to financial consumer protection 62
Consider the development of a holistic strategy 62
Develop an evidence-based understanding of the needs, preferences, risks and
vulnerabilities of older people through research … 62
… and by talking and listening to older people and their representatives 62
Agree and adopt a definition of elder financial abuse to support data collection 62
Coordinate financial literacy and communication campaigns in the fight against
financial scams and frauds, and consider other approaches as well 63
Consider how suitability obligations should take into account specific needs and
vulnerabilities of older people 63
Consider how responsible lending obligations should take into account specific needs
and vulnerabilities of older people 63
Take a consumer-centric approach to the design and distribution of financial products
for older people 64
Consider the role of fintech 64
Work with financial institutions to help protect older people 64
Consider options to mitigate the impact of bank branch closures 64
Ensure complaints handling processes are easily accessible to older people and their
representatives 65
Bibliography 66
Annex A. Questionnaire on Financial Consumer Protection and Ageing 68
Annex B. Respondents to Questionnaire on Financial Consumer Protection and
Ageing, December 2018-January 2019 74
Figures
Figure 1. Share of the population aged over 65 and 80 years, 2015 and 2050 18
Figure 2. Q1. Is there an accepted definition of “older person”, “senior” or “elderly” in your jurisdiction? 23
Figure 3. Q2 Which of the following factors do you think most contribute to making some older persons
vulnerable /at risk of financial exclusion? 24
Figure 4. Average financial literacy score 26
Figure 5. Q7: What do you consider the main challenge(s) to be in collecting data or doing research relating to
elder financial abuse? 28

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Figure 6. Q19: Are there issues or concerns in your jurisdiction relating to the following types of access to
financial products and services by older persons? 30
Figure 7. Q10: Do any of the following have a role/responsibility for addressing financial consumer
protection/financial inclusion issues relating to older persons (i.e. in addition to the statutory oversight body)? 37
Figure 8. Q14: Are there any self-regulatory or industry-led initiatives (e.g. training programmes) that apply to
frontline staff (e.g. bank branch staff) in their dealings with older persons? 42
Figure 9. Q18: Are you aware of any financial products designed to address factors that may make older
persons vulnerable? 49
Figure 10. Q17: Are there any rules, guidelines or other measures relating to the design and distribution of
financial products targeted at older persons? 52
Figure 11. Q22 Please indicate the most common type of financial scam targeting older persons in your
jurisdiction (up to 5). 56
Figure 12. Q24: Are there any specific measures to support older persons, or those acting on their behalf, to
make complaints or seek redress relating to financial products or services? 59
Boxes
Box 1. Taking account of COVID-19: the evolving social and economic environment 11
Box 2. Striking a balance? A spotlight on measures and initiatives for financial consumers relating to bank
branches 44
Box 3. Asset rich, cash poor – reverse mortgages 50
Box 4. Supporting digital capability of older people 54

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Executive summary
Demographic trends are important drivers of change for societies and economies around the globe. In the
twenty first century, the ageing of the population is a major demographic trend globally, with significant
impacts for many developed and developing economies alike.
The ageing of the population is a global phenomenon, with almost every country in the world experiencing
an increase in the number and proportion of older people as a share of the population. UN data predicts
that the number of people aged 60 or over will be over 2.1 billion by 2050, more than double the number
in 2017 of 962 million (which itself was more than double the number in 1980 of 382 million).
An ageing population has many positives and opportunities, as well as challenges and risks. Opportunities
include greater social and economic activity and value associated with longer life spans and healthier,
more active older people (often referred to as the “longevity economy”). Challenges and risks arise, among
other things, from factors such as increased likelihood of physical and cognitive decline, longer term and
unplanned financial needs and decision-making as well as lower levels of digital and financial literacy.
Given the importance of financial markets, products and services in the functioning of everyday life for
most people, whether borrowing, saving, spending or investing, they play a key role in relation to the ageing
population in terms of ensuring that there are appropriate financial products and services that meet the
needs of older people. Issues arise in many jurisdictions relating to such matters as physical access to
bank branches, the availability of financial products that meet the needs of older people, and barriers
arising from lower digital capability of older people in an increasingly digital environment. Given the issues
faced by some older people, and the factors that make some of them vulnerable, it is essential that
appropriate financial consumer protection arrangements are in place, supported by related financial
inclusion and financial literacy initiatives.
Thus the ageing population presents issues and challenges for policy makers responsible for financial
inclusion, financial consumer protection and financial literacy. In 2019, the Japanese Presidency of the
G20 highlighted ageing as a priority for financial inclusion, culminating in the release of the G20 Fukuoka
Policy Priorities for Ageing and Financial Inclusion developed by the GPFI and the OECD.
To complement and build on that work, this report sets out the issues and the approaches relating to
financial consumer protection, in place or being adopted in G20 and OECD countries around the world.
The findings are based on analysis of data collected from members of the G20/OECD Task Force on
Financial Consumer Protection and the International Network on Financial Consumer Protection
(FinCoNet) and other research. It is clear that many policy makers and oversight authorities around the
world share similar concerns and are responding to the issues facing older financial consumers in a number
of ways. The report is illustrated by examples from individual jurisdictions; in this way, it provides a source
of effective and emerging policies and practices for financial consumer protection, and therefore adds to
the toolkit available to policy makers and oversight authorities.
Financial consumer protection issues and approaches include: legal, regulatory and supervisory
frameworks; disclosure requirements; measures relating to the equitable and fair treatment of older people;
the role of financial institutions especially in terms of frontline services and mitigating the impact of the
closure of bank branches; using both regulatory and self-regulatory approaches; measures relating to
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financial advice and financial products; technology supported product and service design to meet the
needs of older people; tackling financial fraud and scams; and appropriate complaints handling
arrangements.
The data which informed this report were gathered before the outbreak of the COVID-19 pandemic, and
this report does not seek to put forth conclusions about the longer implications of the pandemic, which are
not yet known. That said, many of the general conclusions and policy considerations set out in this report
are nevertheless relevant to consideration of financial consumer protection of older people in the context
of COVID-19.
This report also sets out a number of policy considerations for policy makers and oversight authorities
drawn from the analysis and research conducted. These policy recommendations complement the G20
Fukuoka Policy Priorities for Ageing and Financial Inclusion. In summary, the policy considerations are:
 Consider the development of a holistic strategy.
 Develop an evidence-based understanding of the needs, preferences, risks and vulnerabilities of
older people through research and by talking and listening to older people and their
representatives.
 Agree and adopt a definition of elder financial abuse to support data collection.
 Coordinate financial literacy and communication campaigns in the fight against financial scams
and frauds, and consider other approaches as well.
 Consider how suitability obligations should take into account specific needs and vulnerabilities of
older people.
 Consider how responsible lending obligations should take into account specific needs and
vulnerabilities of older people.
 Take a consumer-centric approach to the design and distribution of financial products for older
people.
 Consider the role of fintech.
 Work with financial institutions to help protect older people.
 Consider options in response to bank branch closures.
 Ensure complaints handling processes are easily accessible to older people and their
representatives.

10 
1 Introduction
Demographic trends are important drivers of change for societies and economies around the globe. In the
twenty first century, the ageing of the population is a major demographic trend globally, with significant
impacts for many developed and developing economies alike.
An ageing population has implications across all aspects of social and economic policy. Financial products
and services play a key role, not only in terms of meeting the everyday needs of older people, but also in
terms of ensuring availability and access to appropriate financial products and services to promote an
inclusive financial system. Given the specific challenges faced by some older people, and the factors that
make some of them vulnerable, it is essential that appropriate financial consumer protection arrangements
are in place.
In light of this, the G20/OECD Task Force on Financial Consumer Protection selected the impact of
demographic changes on financial consumer protection policy as one of its strategic priorities under its
Programme of Work for 2019/20. The primary focus was on the ageing population, to ensure sharing of
information and expertise on the topic and development of coordinated policy responses where relevant.
In December 2018-January 2019, a data collection exercise was conducted among members of the Task
Force and FinCoNet to gather information about financial consumer protection issues and approaches
relating to the ageing population, for the purposes of informing work on this topic.
At the same time, ageing and its policy implications was a focus of the Japanese Presidency of the G20 in
2019 among the risks and challenges for the global economy under the 2019 G20 Finance Track priorities
and, in particular, the importance of financial inclusion for older people in G20 and non-G20 countries.
Such importance had already been recognised by the G20, in particularly through the Global Partnership
on Financial Inclusion, via its Financial Inclusion Action Plan 2017. The Japanese G20 focus on ageing
culminated in the release of the G20 Fukuoka Policy Priorities in June 2019, prepared by the GPFI and
the OECD, an implementing partner for the GPFI. Among other things, the G20 Fukuoka Policy Priorities
reflect some of the inputs gathered from the Task Force, reflecting the fact that financial consumer
protection, as well as financial education, is an essential complement and input to financial inclusion.
Relatedly, the policy issue of ageing populations will be a focus area of the OECD Ministerial Council in
2020.
This report summarises the detailed findings and analysis relating to financial consumer protection based
on responses received and other research. It sets out the issues and risks associated with the ageing
population in terms of financial consumer protection. It goes on to explore the ways in which different G20,
OECD and other jurisdictions are responding to those issues. The report is illustrated by examples from
individual jurisdictions, including examples of specific measures and approaches designed to address key
risks and protect consumers. In this way, the report provides a source of effective and emerging policies
and practices for financial consumer protection, and therefore adds to the toolkit available to policy makers
and oversight authorities. The report ends with a series of conclusions and policy recommendations for
policy makers globally to consider in developing and implementing financial consumer protection
measures. While this report is not intended to address financial education in detail, it is referred to where
relevant. The OECD/International Network on Financial Education will be taking forward detailed work
relating to financial literacy programmes and related initiatives targeted at older people.

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Box 1. Taking account of COVID-19: the evolving social and economic environment
The COVID-19 pandemic is impacting all aspects of society and economy around world and poses
significant challenges for older people in particular. First, older people have higher risks for developing
serious complications in case of infection. Second, the development of illness in old age has the
potential to significantly deteriorate the functioning and health status of older people. Third, stronger
confinement measures are directed at older people, changing significantly their day-to-day lives and
restricting their independence. These challenges are heightened for those in poor health, living alone
or in long-term care, or caring for a family member. Such challenges are also clearly relevant in the
context of ageing populations.
The COVID-19 pandemic is also impacting the financial services industry and the way that people
interact with financial products and services. Such impacts, which may be particularly relevant to older
people, include inter alia:
 Closures of bank branches, or reduced opening hours or service levels, as a result of COVID-19
lockdowns.
 Heightened importance of digital financial transactions, including online, mobile and contactless
payments, also a result of COVID-19 lockdowns and reduced usage of cash due to sanitary
precautions.
Many jurisdictions have implemented measures to protect and support financial consumers who may
be experiencing financial difficulty as a result of COVID-19. It will take time for the longer term
implications of COVID-19 to be fully seen and understood, although in some respects they may be likely
to reinforce existing trends for example towards greater digitalisation.
This report does not seek to put forth conclusions specifically about the longer implications of the
COVID-19 pandemic, which are not yet known. That said, many of the general conclusions and policy
considerations set out in this report are nevertheless relevant to consideration of financial consumer
protection of older people in the context of COVID-19. At an international level, the G20/OECD Task
Force, FinCoNet and many other international organisations are undertaking work to better understand
the implications and policy, regulatory and supervisory responses that may develop as a result.
Source: OECD COVID-19: Protecting People and societies, March 2020.

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2 Policy context
2.1 G20/OECD Task Force on Financial Consumer Protection
The G20/OECD Task Force on Financial Consumer Protection (the Task Force) was established in 2010
in response to the financial crisis and in recognition of the fact that an appropriate level of financial
consumer protection is an essential requirement to ensuring consumer trust and confidence in the market.
The Task Force comprises representation from all G20 and OECD countries.
The Task Force is the leading international forum for the development of financial consumer protection
policy; it acts as a forum for the exchange of information and expertise relating to policy developments, the
identification of emerging issues across jurisdictions and the development of recommendations, policy
guidance or best practice. The Task Force, as in the case of the Japanese G20 Presidency focus on
ageing, also conducts policy work relating to financial consumer protection issues on behalf of the G20 or
the OECD.
The primary policy instrument for which the Task Force is responsible is the High-Level Principles on
Financial Consumer Protection that were endorsed by G20 Leaders and adopted by the OECD Council in
2011, and included in the FSB Compendium of Standards. The Principles are designed to assist policy
makers in developing comprehensive financial consumer protection frameworks and are supported by
practical, non-binding guidance in the form of Effective Approaches. The Task Force is responsible for
monitoring the implementation of the Principles and ensuring the Effective Approaches remain up to date.
Under its Programme of Work 2019/20, the Task Force has identified the impact of demographic changes
on financial consumers and financial consumer protection policy as one of its strategic priorities. The
primary focus of the Task Force under this strategic priority is the ageing population, given its significance
for many G20 and OECD countries.
2.2 International Financial Consumer Protection Organisation (FinCoNet)
The Task Force collaborates with the International Financial Consumer Protection Organisation (FinCoNet)
an international network of supervisory authorities with responsibility for financial consumer protection.
Among other things, FinCoNet develops good practices for its members relating to supervision of conduct
by market participants. The OECD supports FinCoNet by providing secretariat and technical support.
2.3 Promoting financial well-being: the inter-relationship between financial

consumer protection, financial education and financial inclusion
While the focus of the Task Force and of this report is on financial consumer protection, it is relevant in the
context of a policy issue such as the ageing population, to note the inter-relationship with financial
education and financial inclusion in order to promote financial wellbeing.

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While concepts and definitions vary, financial inclusion generally refers to the “effective and quality access
to and usage of—at a cost affordable to the customers and sustainable for the providers—financial services
provided by formal institutions”.1 Levels of financial inclusion vary widely around the world, with inclusion
levels higher in developed than developing jurisdictions. According to Global Findex figures, 94% of adults
in high-income economies have an account at a financial institution, compared with 63% of adults in
developing economies.2
Financial education may be defined as the process by which financial consumers/investors improve their
understanding of financial products, concepts and risks and, through information, instruction and/or
objective advice, develop the skills and confidence to become more aware of financial risks and
opportunities, to make informed choices, to know where to go for help, and to take other effective actions
to improve their financial well-being”.3 The focus of financial education is supporting the demand-side. The
OECD is the global leader in the field of financial education and financial literacy via the OECD/International
Network on Financial Education.
Financial consumer protection is focussed on the supply-side. Again, while concepts and definitions may
vary slightly, financial consumer protection encompasses the laws, regulations, and institutional
arrangements that safeguard financial consumers in the financial marketplace.4 Such laws, regulations
and arrangements are concerned with such things as addressing the information asymmetry that exists
between financial institutions and consumers, ensuring consumers are treated fairly and not misled or
exploited, ensuring that statements and representations are not misleading and that financial products are
appropriate and represent value-for-money, and providing access to efficient redress mechanisms when
things go wrong.
In order to promote meaningful financial wellbeing, financial inclusion, financial consumer protection and
financial education are all required. In addition to ensuring people have access to financial products and
services, there must be appropriate levels of financial consumer protection to ensure consumers are
treated fairly and not exploited, and financial education to support them to understand and make informed
decisions about their finances. Furthermore, in jurisdictions that have achieved high or near universal
levels of financial inclusion, financial consumer protection and financial education remain essential for
users of financial products and services to protect and support their ongoing trust and confidence in the
financial system.
2.4 Global Partnership on Financial Inclusion
The Global Partnership for Financial Inclusion (GPFI) is an inclusive platform for all G20 countries,
interested non-G20 countries and relevant stakeholders to carry forward work on financial inclusion,
including implementation of the G20 Financial Inclusion Action Plan. The GPFI's efforts include helping
countries put into practice the G20 Principles for Innovative Financial Inclusion, strengthening data for
measuring financial inclusion, and developing methodologies for countries wishing to set targets. The GPFI
is supported in its mission by a number of international organisations that act as Implementing Partners,
including the OECD.
1
2017 Financial Inclusion Action Plan, GPFI July 2017
2
Demirgüç-Kunt, Asli, Leora Klapper, Dorothe Singer, Saniya Ansar, and Jake Hess. 2018. The Global Findex
Database 2017: Measuring Financial Inclusion and the Fintech Revolution.
3
OECD (2013) Advancing National Strategies for Financial Education, OECD
4
World Bank Group (2017) Good Practices for Financial Consumer Protection, World Bank

14 
2.5 Japanese G20 Presidency 2019
In 2019, the Japanese G20 Presidency included among other things a focus on ageing and its policy
implications among the risks and challenges for the global economy under the 2019 G20 Finance Track
priorities. In particular, as Chair of the GPFI, Japan proposed to focus on the importance of financial
inclusion for older people in G20 and non-G20 countries.
The GPFI and the OECD developed the G20 Fukuoka Policy Priorities on Ageing and Financial Inclusion
for the Japanese G20 Presidency, based on inputs from GPFI members, sub-groups and implementing
partners, the Task Force and the OECD/INFE, as well as FinCoNet, the Better than Cash Alliance and the
Alliance for Financial Inclusion.

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3 Scope and methodology

3.1 Scope
In terms of scope, the focus of this report is to analyse the issues for financial consumer protection relating
to the ageing population and the different ways in which policy makers and oversight authorities in G20,
OECD and other jurisdictions are responding to those issues. The report looks at the reported factors that
may make some older people more vulnerable, elder financial abuse and financial frauds and scams
targeting the elderly. The report explores financial consumer protection approaches, in place or under
consideration, illustrated by examples from individual jurisdictions. In this way, the report provides a source
of effective and emerging policies and practices, and therefore adds to the toolkit available to policy makers
and oversight authorities.
While the scope of this report does not include financial education or financial literacy in detail, it is covered
or referred to where relevant. In particular, demand side initiatives such as financial education programmes
play an important role in supporting the financial literacy of older people in many jurisdictions, and form
part of their overall approach in this area. Relevantly, the OECD/INFE has a working group established
specifically to look at this issue.
Furthermore, an in-depth consideration of technical issues relating specifically to pensions or long-term
care insurance, are out of the scope of this report.
This report can also be seen as a complementary piece to the G20 Fukuoka Policy Priorities. It contains
more detailed findings and analysis of inputs from Task Force and FinCoNet members and other
stakeholders (see Process below) relating to financial consumer protection, which also informed the G20
Fukuoka Policy Priorities. Such detail was not possible in the G20 Fukuoka Policy Priorities document,
which was intended to be succinct so as to engage G20 Leaders and Finance Ministers.
3.2 Methodology
In October 2018, in line with its Programme of Work 2019/20 and cognisant of the priorities of the Japanese
Presidency of the G20 in 2019, the Task Force decided to take forward work on the ageing population and
financial consumer protection, based on inputs from Task Force members collected via a data collection
exercise and other research. In November 2019, FinCoNet decided to also participate in the data collection
exercise.
A data collection instrument was subsequently developed by the Secretariat in the form of an online
questionnaire, reviewed by the Task Force Bureau, and circulated to Task Force members in December
2018, for completion by late January 2019.
The questionnaire sought information about the following:
 Policy, research and factors which may make some older people more vulnerable and/or increase
the risk of financial exclusion.

16 
 Information about elder financial abuse.

 Financial consumer protection approaches in particular information pertaining to older people
about:
o Legal, regulatory and supervisory framework
o Role of oversight bodies
o Disclosure and transparency
o Equitable and fair treatment and responsible business conduct
o Protection of consumers’ assets against fraud and misuse in particular financial frauds and
scams targeting older people
o Complaints handling and redress.
As can be seen from the above, the information sought in the questionnaire relating to financial consumer
protection approaches was largely aligned to the framework set out under the Principles.
In terms of a definition of an older person for the purposes of the questionnaire, respondents were asked
to use either the accepted definition in their jurisdiction if there was one, or if not, to use 60 years and older,
which is the definition generally adopted by the UN.
A copy of the questionnaire can be found at Annex A.
Recognising that responsibility for protecting older financial consumers does not rest with any one
organisation in many jurisdictions, the questionnaire was designed so that it could be shared between
multiple departments or agencies in a single jurisdiction.
The inputs gathered from the questionnaire both informed the development of the G20 Fukuoka Policy
Priorities as they relate to financial consumer protection, and provide the basis of this report, which goes
into greater depth and includes jurisdiction examples.
A total of 30 responses were received from 27 jurisdictions. A list of respondents can be found at Annex
B.

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4 Overview of the ageing population

The ageing of the population is a global phenomenon, with almost every country in the world experiencing
an increase in the number and proportion of older people as a share of the population. This increase is a
result of gains in life expectancy and long-term reductions in mortality fertility levels.5
UN data predicts that the number of people aged 60 or over will be over 2.1 billion by 2050, more than
double the number in 2017 of 962 million (which itself was more than double the number in 1980 of 382
million). Furthermore, the number of people aged 80 or over is predicted to increase threefold between
2017 and 2050 from 137 million to 425 million.6 As a proportion, older people will represent 21 per cent of
the world’s population by 2050, compared to 12 per cent in 2015. 7
The proportion of older people as a share of national populations is greatest in developed countries
following years of significant growth, although the rate of growth is now slowing compared with other
regions. Gains in life expectancy are the result of a number of factors, including increased health spending,
healthier lifestyles and improving socio-economic conditions.8 In more than two-thirds of OECD countries,
at least one quarter of the population will be over 65 years of age by 2050.9 Figure 1 shows the share of
the population aged 65 and 80 years from 2015 projected to 2050 across OECD and partner countries.
5
United Nations, Changing population age structures and sustainable development, 2017
6
Ibid
7
United Nations, Promoting Inclusion through Social Protection, 2018
8
Health at a Glance 2017, OECD 2017
9
Health at a Glance 2017, OECD, 2017

18 
Figure 1. Share of the population aged over 65 and 80 years, 2015 and 2050
Source: OECD Health Statistics 2017, OECD Historical Population Data and Projections Database, 2017.
In terms of the ratio of old-age to working-age i.e. the number of people older than 65 years per 100 people
of working age (20 to 64 years), for example, this has increased by a little more than fifty per cent among
OECD countries on average, from 20 in 1980 to 31 in 2020. Over the next 40 years, it will almost double
to a projected 58 in 2060.10
Looking ahead, the pace of population ageing in many developing countries is substantially faster than in
developed countries. The fastest growth in coming decades will occur in Latin America and the Caribbean
and Asia.11 By 2050, the UN predicts that 1.7 billion people aged 60 years or over, or nearly 80 per cent
of the world’s older population, will live in developing countries.12
An ageing population has many positives and opportunities, as well as challenges and risks. According to
the United Nations, population ageing is poised to become “one of the most significant social
transformations of the twenty-first century, with implications for nearly all sectors of society, including
labour and financial markets, the demand for goods and services, such as housing, transportation and
social protection, as well as family structures and inter-generational ties”.13 Opportunities include greater
10
OECD (2019), Pensions at a Glance 2019: OECD and G20 Indicators, OECD
11
United Nations, Promoting Inclusion through Social Protection, 2018, page 45
12
United Nations, Department of Economic and Social Affairs, Population Division (2017). World Population Ageing
2017
13
2017

 19
social and economic activity and value associated with longer life spans and healthier, more active older
people (often referred to as the “longevity economy”). 14 Challenges and risks arise, among other things,
from factors such as increased likelihood of physical and cognitive decline, longer term and unplanned
financial needs and decision-making as well as lower levels of digital and financial literacy. At a national
economic level, some countries especially in Asia are likely to experience the phenomenon of “getting old
before getting rich” as a result of their rapidly ageing population and reduced demographic dividend.15
Challenges and risks are explored in more detail in Section 5.
Given the importance of financial markets, products and services in the functioning of everyday life for
most people, whether borrowing, saving, spending or investing, they play a key role in relation to the ageing
population in terms of ensuring that appropriate products that meet the needs of older people, and society
more broadly, are available and accessible. Furthermore, given the specific challenges faced by some
older people, and the factors that make some of them vulnerable, it is essential that appropriate financial
consumer protection arrangements are in place. Thus the ageing population presents issues and
challenges for policy makers responsible for financial consumer protection.
14
AARP and Oxford Economics, The Longevity Economy: How People over 50 are driving Economic and Social Value
in the US, September 2016
15
Standard Chartered Global Research, Growing Old Before Growing Rich, February 2017

20 
5 Issues and concerns relating to the

ageing population as financial
consumers
This section sets out detailed analysis of the responses received to the questionnaire and other research
relating to high-level policy issues relevant to the ageing population and the key factors, issues and
concerns which make some older people vulnerable as financial consumers. Where relevant, it includes
selected examples from jurisdictions to illustrate key points. The next Chapter explores financial consumer
protection and relevant financial inclusion responses being implemented or considered in different
jurisdictions.
5.1 Ageing Population as a Public Policy issue
Respondents were asked whether the ageing population (and related issues) was a public policy issue in
their jurisdiction. The majority of respondents (over 80%) confirmed that it was and even in those
jurisdictions responding no, there was nonetheless a high-level awareness of issues affecting some older
people at a policy level. This reflects the recognition by governments of the significance of the issue across
a wide range of diverse jurisdictions.
Naturally, there were different ways in which the Ageing Population was articulated as a Public Policy
issue. For example:
In Brazil, the ageing population became a clear public policy issue since the inception of the Elderly
National Policy by law in 1994. Under this National Policy, Federal government ministries must commit
financial resources for programmes for the elderly and research into the ageing population. Currently there
are 16 programmes under the National Policy.
In Canada, at a federal level, in 2018, a new Minister of Seniors was appointed in 2018 to help the
Government of Canada better understand and make decision on the needs of Canadian seniors and
ensure that programmes and services are developed that respond to Canada’s ageing population.16 The
mandate letter for the Minister sets out a number of priority areas including the design and implementation
of initiatives to better protect consumers, particularly seniors, from high-pressure sales tactics, overbilling,
fraud and other potential harms in dealing with financial institutions and telecommunications companies,
and measures to address crimes that target seniors including elder abuse and online financial scams.17
16
https://pm.gc.ca/en/news/news-releases/2018/07/18/prime-minister-announces-changes-ministry
17
https://pm.gc.ca/en/mandate-letters/minister-seniors-mandate-letter

 21
Furthermore, the Government of Canada has been working to implement a seniors’ agenda to advance
four policy objectives, including:
 improving seniors’ access to affordable housing;
 improving the income security of seniors;
 fostering the social inclusion and engagement of seniors; and,
 promoting healthy ageing and improving access to health care, including addressing dementia and
advancing research and innovation related to seniors’ health.
In Costa Rica, the Politica Nacional de Envejecimiento y Vejez 2011-2021 published by the President’s
Office in 2011 is designed to address policy challenges in order to:
 Promote ageing with quality and a satisfactory life.
 Improve the quality of life of older adults.
 Overcome the conditions of social exclusion.
 Reduce hunger and poverty in the elderly population, in conditions of vulnerability.
 Guarantee the protection and social security of the elderly. 18
In France, a law relating to the adaptation of society in the context of an ageing population was adopted
on 28 December 2015. In particular, this law provides for the annual allocation of 700 million euros to
support the autonomy of older people. In 2018, the Ministry of Solidarity and Health published a roadmap
to address the challenges of the ageing population in France in the short and medium term.
In Germany, there is a long-time established Ministry for Family Affairs, Senior Citizens, Women and Youth
(BMFSFJ). Providing senior citizens with the support they need is one of the key objectives in policymaking
for senior citizens and there are two priority goals. The first is to support older people in need of care, help
or other forms of assistance. The second is to use the potential of older women and men to foster cohesion
between the generations and promote a society based on sharing and solidarity. In 2012, a comprehensive
demography strategy was adopted titled Every Age Counts.19 A key, ongoing component of this strategy
is cross-sectoral, multi-level dialogue with state (Länder) governments, local administrations, associations,
social partners and other stakeholders from civil society.
In Hong Kong, China, a five-pronged strategy to tackle with the challenges posed by demographic
changes, including ageing population, has been released by the Chief Secretary for Administration in 2015.
One of the strategies is to build an age-friendly environment, promote active ageing and tap the valuable
pool of elderly resources.20
In Korea, the Presidential Committee on Ageing Society and Population Policy was established in 2004 in
response to the rapid growth of the ageing population and low fertility.
In the Slovak Republic, a National Programme of the Active Ageing 2014-20 has been launched by the
Ministry of Labour, Social Affairs and Family. The Programme covers a wide range of issues related to
older people, including matters relating to financial services.21
18
Presidencia de la Republica (2011), Politica Nacional de Envejecimiento y Vejez 2011-2021, https://fiapam.org/wp-
content/uploads/2014/02/Prestaciones_PolNac_EnvVejez2011-2021.pdf
19
Federal Ministry of the Interior (2012), Every Age Counts
20
https://www.hkpopulation.gov.hk/public_engagement/pdf/PPbooklet2015_ENG.pdf
21
http://www.nationalplanningcycles.org/sites/default/files/planning_cycle_repository/slovakia/slovakia_en_google.pdf

22 
In the Russian Federation, a national-level strategy setting out actions to support senior citizens was
approved by the Government in 2016. The strategy addresses a range of issues relating to the ageing
population with the timeframe up to 2025.
In Spain, the ageing population is a very relevant issue at a public policy level across a range of public
policy areas, including the sustainability of Social Security and public pensions, healthcare, market labour
performance, regional and rural policies, telecommunications, older people’s dependency etc. A range of
laws with specific provisions relating to older people have been introduced relating these areas.
In the United Kingdom, the UK government has said the significant increase in life expectancy will bring
both challenges and opportunities for central and local government, with impacts on a wide range of public
services. The UK government's “Future of an ageing population” project provided scientific evidence
intended to form the basis for a range of policies and actions to:
 maintain wellbeing throughout life, for all individuals regardless of their generation
 improve quality of life for older people and enable them to participate more fully in society
 ensure everyone can access the tools and facilities to help them live a long and healthy life. 22
In the United States, the US Government has made protecting the rights, dignity, and independence of
older people a national priority for more than 80 years, with a wide range of laws and programmes to
support the health, economic security, and social wellbeing for millions of seniors, individuals with
disabilities, and their families. The focal point of older adults and ageing within the U.S. Government is the
Administration for Community Living (ACL), a division of the U.S. Department of Health and Human
Services (HHS). Within ACL, the Administration on Ageing (AoA) runs the majority of ageing-specific
programmes, including the Older Americans Act (OAA), which relies on a philosophy of bottom-up planning
by listening to older adults, their families, and communities. Through the Older Americans Act, older adults
are empowered to exert greater control over their lives and choices.
5.2 Definitions of “older person”
As noted above, for the purposes of the questionnaire, respondents were asked to use either the accepted
definition in their jurisdiction if there was one, or if not, to use 60 years and older, which is the definition
generally adopted by the UN.
Respondents were then asked if there was indeed an accepted definition of “older person”, “senior” or
“elderly” in their jurisdiction and, if so, what it was. Seventeen out of thirty respondents said there was an
accepted definition in their jurisdiction.
22
https://www.gov.uk/government/collections/future-of-ageing

 23
Figure 2. Q1. Is there an accepted definition of “older person”, “senior” or “elderly” in your
jurisdiction?
N=30
Definitions varied between countries and included different legal definitions under specific pieces of
legislation, as well as commonly understood definitions. For example, in Brazil, the Elderly Statute (Law
10.741/2003) defines a senior as someone aged 60 years or more, which is also the definition of a “senior
citizen” in India under the Maintenance and Welfare of Parents and Senior Citizens Act 2007. In some
jurisdictions, the definition is linked to retirement age, for example, in Israel, a senior citizen is defined as
an Israeli resident who has reached retirement age being 62 for women and 67 for men. In Australia, even
though there is no legislative definition, many Australian Government departments refer to the terms “aged”
to mean people over 65 years of age, which is the qualifying age for the Government aged pension. In
Japan, different definitions apply in different circumstances including, for example, 70 years or more in the
context of selling insurance and 75 years or more in the context of selling certain securities products. In
many other jurisdictions, there is no generally accepted definition of an older person.
In light of the variations in definition and understanding, reflecting different jurisdictional and cultural
circumstances and legal requirements, it is not proposed to propose a single definition of an older person
For the purposes of this report, older people encompass those defined according to jurisdictional definitions
or where this does not apply 60 years and older, i.e. the same approach as for the questionnaire.
5.3 Factors which make some older people vulnerable
Respondents were asked to nominate the factors they considered most contributed to making some older
people vulnerable and/or at risk of financial exclusion. The results are set out in Figure 3.

24 
Figure 3. Q2 Which of the following factors do you think most contribute to making some older
persons vulnerable /at risk of financial exclusion?
Importantly, a number of respondents pointed out that older age does not in itself make a person vulnerable
in terms of financial exclusion. Nevertheless, there are factors that, because they are more likely to affect
an older person, mean that older people in general are more likely to experience vulnerability as a
consumer of financial products and services compared to the broader population, i.e. the factors outlined
in Figure 3. Furthermore, it is recognised that often it is a combination of factors that makes an older person
more at risk of vulnerability. For example, according to research conducted by the AARP Public Policy
Institute, a combination of health status, cognitive ability and social isolation contribute to making older
people more vulnerable to financial exploitation. 23
The factors contributing to vulnerability and financial exclusion are often greater for older women, as they
tend to live longer than men and be poorer in old age. As noted in the G20 Fukuoka Policy Priorities, on
average women have lower lifetime earnings, are less digitally and financially literate, use fewer formal
financial services and live longer than men. Women often receive lower pension payments than men,
partly because women get paid less during their working years and lose compensation when they leave
the labour force for caring duties such as raising children. As a result, women often face increased
challenges in covering planned and unplanned expenses in old age and are more likely than men to face
poverty in old age.24
23
Banksafe Initiative: a comprehensive approach to better serving and protecting consumers, AARP Public Policy
Institute, 2016
24
G20 Fukuoka Policy Priorities on Ageing and Financial Inclusion, G20, 2019

 25
Another important point to note is that older people are of course not a homogeneous group and are as
diverse as regards their personal and family situation, finances, housing, employment, health status and
other characteristics as any other age group. It is certainly not the case that all older people will experience
all, or indeed any, of the risk factors below.
While it is beyond the scope of this report to explore the cause and effect of these factors in detail, it is
relevant to briefly note the likely issues arising for older people as financial consumers generally and by
extension, financial consumer protection.
The challenges for older people arising from COVID-19 are likely, in many cases, to exacerbate the impact
of the factors set out below. For example, an increase in the need to conduct financial transactions via
digital will be more difficult for those with lower digital capability. Furthermore, stronger confinement
measures directed at older people in order to limit exposure to COVID-19 is likely to contribute to social
isolation and attendant issues in many cases.
Lower digital capability
Digital capability broadly refers to the skills that a person needs to be able to function effectively in a digital
environment. With the financial services industry increasingly characterised by technology driven
innovation and digitalisation, digital capability is increasingly considered an essential life skill. Many older
people currently lag behind other generations in terms of access to digital technology and their digital
capability level. For example, according to the latest measures obtained under the OECD Programme for
the International Assessment of Adult Competencies (PIAAC), there are pronounced age-related
differences when it comes to proficiency in problem solving in technology-rich environments.25 On average,
some 45% of 25-34 year-olds scored at Level 2 or 3 in the problem solving assessment, compared to only
11% of older adults (55-65 year olds), a large share of whom skipped the problem-solving assessment
because of lack of computer experience, or because they failed the ICT core test.26 27
Lower financial literacy
While older people often have more experience in dealing with, and making decisions about, financial
matters, generally speaking they have lower levels of financial literacy compared to other age groups in
the population, as measured by OECD/INFE financial literacy and financial inclusion toolkit.28 As can be
seen from Figure 4, older people across G20 countries have lower average financial knowledge scores,
which is one component of overall financial literacy. Lower financial literacy levels (relating to elements of
numeracy or financial knowledge) may be associated with a decrease in cognition (see below). 29
25
OECD (2016), Skills Matter: Further Results from the Survey of Adult Skills, OECD Skills Studies, OECD
26
Ibid, page 79
27
The scale of problem solving in technology-rich environments is divided into four levels of proficiency (Levels 1
through 3 plus below Level 1). For more information and a description of the levels see OECD (2016), Skills Matter:
Further Results from the Survey of Adult Skills, page 54, table 2.3.
28
OECD/INFE Toolkit for Measuring Financial Literacy and Financial Inclusion, current version May 2018
29
Gamble, Keith Jacks and Boyle, Patricia and Yu, Lei and Bennett, David, Aging, Financial Literacy, and Fraud
(November 28, 2013). Netspar Discussion Paper No. 11/2013-066

26 
Figure 4. Average financial literacy score

Countries given equal weight
Source: Reanalysis of available data collected for OECD (2017).
Cognitive decline
As people live longer, the prevalence of cognitive decline ranging from mild cognitive impairment to
Alzheimer’s disease and other forms of dementia is increasing. According to the World Alzheimer Report
2018, there were 50 million people worldwide living with dementia in 2018, which is predicted to rise to
152 million by 2050.30 Dementia is described by the Alzheimer’s Association as an overall term that
describes a group of symptoms associated with a decline in memory or other thinking skills severe enough
to reduce a person's ability to perform everyday activities.31 Such activities evidently include dealing with
financial matters and engaging with financial products and services.
Physical decline
Physical decline, for example, deteriorating eyesight, hearing and mobility, is more likely to occur among
older people. For example, the UN reports that more than 46 per cent of people aged 60 or over have a
disability.32 In addition to the normal effects of ageing, the World Health Organisation notes that the higher
disability rates among older people “reflect an accumulation of health risks across a lifespan of disease,
injury, and chronic illness”. Physical decline can have a significant impact on a person’s ability to use and
engage financial products and services, e.g. visiting a bank branch.
30
World Alzheimer Report 2018, Alzheimer’s Disease International, 2018,
31
Alzheimer’s Association
32
Ageing and Disability, United Nations, accessed at https://www.un.org/development/desa/disabilities/disability-
and-ageing.html

 27
Social isolation
While the situation differs widely between different countries and particularly between developed and
developing countries, globally the trend is for older people to become more likely to live independently (i.e.
alone or with spouse only) as compared to co-residence with children. In Europe and Northern America
for example, it is estimated about 20 per cent of older persons live with children, compared to over 50 per
cent in Asia, Africa and Latin America. Changes in living arrangements are important for the contexts in
which older persons live their day-to-day lives, and reflect both the positive social changes taking place—
for example, higher incomes, better health and longer lives—and the challenges facing families and
societies as their populations age—for example, fewer family, work and community connections and
potential vulnerability to social isolation and loneliness.33
5.4 Elder Financial Abuse
One or more of the factors outlined above may contribute to an increased risk of Elder Abuse (in particularly
Elder financial abuse for the purposes of this report). According to the World Health Organisation, around
16% of people aged 60 years or over are subject to some form of elder abuse. Elder abuse, which is
defined as actions or lack of appropriate action which can cause harm or distress to an older person,
occurring within any relationship where there is an expectation of trust, includes psychological abuse,
physical abuse and financial abuse among other things. All types of elder abuse can have an impact on
the health and wellbeing of the older person.34
Elder financial abuse is one form of abuse of older people. The WHO estimates that 6.8% of people aged
60 years or over are subject to financial abuse. The WHO defines elder financial abuse as illegally misusing
an older person’s money, property or assets.35 As well as occurring within relationships where there is an
existing expectation of trust, including within families, communities and institutional settings, elder financial
abuse can also occur via telephone and digital channels and include financial scams and frauds.
The questionnaire sought information specifically about elder financial abuse in the context of financial
consumer protection.
Respondents were asked about the main challenge(s) to collecting data or doing research relating to elder
financial abuse. Respondents were asked to identify up to five challenges. As can be seen from Figure 5,
the main challenge identified by respondents was under-reporting of incidents, followed by there being no
accepted definition of elder financial abuse, incidents going unnoticed, incidents not characterised as elder
financial abuse and no clear reporting channels.
33
2017
34
Factsheet on Elder Abuse, World Health Organisation, 2018 accessed at: https://www.who.int/en/news-room/fact-
sheets/detail/elder-abuse
35
Ibid

28 
Figure 5. Q7: What do you consider the main challenge(s) to be in collecting data or doing research
relating to elder financial abuse?
N= 30
This response is in accordance with WHO experience, which notes that reported rates of elder abuse are
likely to be an underestimation and rigorous data is limited, given that only 1 in 24 cases are reported.36
In terms of an accepted definition of elder abuse, respondents were also asked if there was an accepted
definition of elder financial abuse in their jurisdiction, different to that used by the WHO. Nine respondents
reported there was an accepted definition, while 21 reported that there was not. Again, in accordance with
WHO experience, the lack of an accepted definition can make it harder to collect data or otherwise do
research relating to elder financial abuse.
For example, in the United States, there is no single legal definition for “elder financial abuse”. While the
Older Americans Act defines elder financial abuse as “the fraudulent or otherwise illegal, unauthorized, or
improper act or process of an individual, including a caregiver or fiduciary, that uses the resources of an
older individual for monetary or personal benefit, profit, or gain, or that results in depriving an older
individual of rightful access to, or use of, benefits, resources, belongings, or assets”, there are also varying
statutory definitions at a State level.
Federal efforts to collect data on elder abuse (including elder financial abuse) at the national level are
compounded by these variations in state statutory definitions of elder abuse that make it difficult to identify
actions that constitute elder abuse, and by the absence of a uniform reporting system across states. 37
36
Ibid
37
https://acl.gov/programmes/elder-justice/national-adult-maltreatment-reporting-system-namrs

 29
Since 2016, HHS ACL has led the National Adult Maltreatment Reporting System (NAMRS): the first
comprehensive, national reporting system for adult protective services (APS) programmes. NAMRS
collects quantitative and qualitative data on APS practices and policies, and the outcomes of investigations
into the maltreatment of older adults and adults with disabilities. The goal of NAMRS is to provide
consistent, accurate national data on the exploitation and abuse of older adults and adults with disabilities,
as reported to APS agencies. NAMRS is an annual, voluntary system that collects both summary and de-
identified case-level data on APS investigations submitted by states.
Notwithstanding the challenges, a majority of respondents reported that there was some data or research
available in their jurisdiction relating to the prevalence of elder financial abuse. And in a number of
jurisdictions, financial consumer protection policy makers and oversight authorities are part of Government-
led strategies to tackle elder abuse.
For example, in the Netherlands, in 2015 the Government established an Action Plan to tackle elder
abuse, including financial abuse. The Action Plan brought together relevant organisations including banks,
police, local government and organisations representing older people. The aims of the Action Plan
included:
 To provide local governments with tools to prevent and address financial abuse.
 To give volunteers working with older people tools to prevent financial abuse.
 To improve the process of reporting financial abuse to the police.
In Quebec, Canada, the Government has issued a Governmental Action Plan to counter Mistreatment of
Older Adults 2017-2022.38 The AMF is taking an active role as a partner of the Acton Plan to Counter Elder
Abuse, with responsibility for five of the 52 measures set out, i.e.:
 Draft and publish a guide for the industry that is overseen by the AMF, setting out guidelines on
good practices for people in vulnerable situations.
 Design, make available and distribute to financial sector stakeholders a checklist pointing out the
signs and risk factors that can help identify situations of financial mistreatment among older adults.
 Develop and provide financial sector stakeholders with an information session on preventing,
detecting and intervening in situations of the mistreatment of older adults.
 Continue to offer talks on the prevention of financial fraud among older adults, through senior
associations and to stakeholders in the financial sector working with this clientele.
 Develop and publish web content on preventing financial mistreatment, addressed to retirees, older
adults and their friends and families, as well as to stakeholders in the financial sector working with
seniors. The AMF also collaborates actively on many other measures of the action plan.
The AMF sits on the Advisory Committee on Material and Financial Abuse and is party to the provincial
framework agreement to fight elder abuse with a number of other ministries and government agencies,
which establishes a process to intervene more efficiently in cases of elder abuse. This agreement, signed
on 7 February 2018, facilitates the collaboration and coordination of the health professionals, police forces
and other government agencies in their efforts to help and support a victim of financial exploitation and
stop the abuse.
38
http://publications.msss.gouv.qc.ca/msss/en/document-002210/

30 
5.5 Issues for older people relating to access to specific financial products and
services
In order to better understand the environment in which many older people operate as financial consumers,
respondents were asked about issues or concerns in their jurisdiction relating to three particular areas.
These were:
1. access to and availability of bank branches;
2. access to financial products; and
3. access barriers due to low digital capability.
These issues raise financial consumer protection, financial inclusion and financial literary considerations,
and often involve responses beyond solely the competence of financial consumer protection policy makers
and oversight authorities.
As can be seen from Figure 6, in relation to both bank branches and digital capability, more than half of
responding jurisdictions reported that there were issues or concerns relating to access for older people.
And while 47% of respondents indicated that there were not issues or concerns relating to access or
availability of financial products and services, a significant minority of 43% indicated there were.
Details of specific measures and initiatives which have been deployed in various jurisdictions, both
regulatory and industry-led, to address these issues are described in Section 6.
Figure 6. Q19: Are there issues or concerns in your jurisdiction relating to the following types of
access to financial products and services by older persons?
N=30

 31
Access and availability of bank branches
Globally, the physical networks of bank branches have been in decline for several years. For example,
across the European Union, the European Central Bank reported that in 2018 the number of branches of
domestic credit institutions as a whole declined by 7.5% (where data was available), following an overall
decline of 3.9% in 2017.39 Similarly, according to data released by the New York Federal Reserve, US
banks closed 4,821 branches between 2009 and 2014, a five percent reduction overall.40 Among other
things, this has resulted in the emergence of “banking deserts” or areas with no bank branch within 10
miles of a populated area.
One of the key drivers of this decline is the trend towards digitalisation, particularly the rapid uptake of
online and mobile banking. Developments in digital banking, such as these, represent greater convenience
and security for many bank customers. For example, according to data gathered across 20 countries by
GlobalData, on average, 42% of online consumers with a current account used mobile banking on a daily
or weekly basis in 2018, up from 39% in 2017.41 Technological innovations such as app-enabled payment
systems, mobile wallets, artificial intelligence and voice banking as well as the emergence of new players
such as mobile-only banks and fintech companies, mean that fewer bank customers need to visit a physical
branch to conduct their everyday banking business. The resultant costs of maintaining large-scale physical
branch networks serving fewer customers is also a significant factor.
On the other hand, according to a 2016 report by AGE UK, many older people have a strong preference
for in-branch banking as compared to online or mobile banking for example. Reasons cited for this include
a preference for face-to-face service, the chance to talk to people and the security of seeing their banking
transaction take place and receiving a paper record to prove it. Additionally, for many older people, going
to the bank is part of a routine that gets them out of the house, into their town centre and passing time with
other people as they go about their business.42
It is important to balance commercial imperatives with the access needs and preferences of a large
customer segment.
The COVID-19 pandemic has affected banking operations around the world as a result of lockdowns and
disruptions to business activities. In terms of access and availability of bank branches, many branches
have been temporarily closed as a result of COVID-19 lockdowns while others have been operating with
reduced levels of service or opening hours.
Access to financial products
As the number of older financial consumers, and their longevity, increases their need to spend, save,
borrow, protect and invest, as part of everyday financial management also increases. They also have
specific needs from financial products, for example retirement income planning, access to credit in the
39
https://www.ecb.europa.eu/press/pr/date/2019/html/ecb.pr190604~03b3c570c5.en.html;
https://www.ecb.europa.eu/press/pr/date/2018/html/ecb.pr180523_1.en.html
40
https://libertystreeteconomics.newyorkfed.org/2016/03/banking-deserts-branch-closings-and-soft-information.html
41
https://www.globaldata.com/global-mobile-banking-usage-highest-india-sweden-sees-fastest-growth-says-
globaldata/
42
Age UK. (2016). Age Friendly Banking. Retrieved from https://www.ageuk.org.uk/documents/en-gb/for-
professionals/policy/money-matters/report_age_friendly_banking.pdf?dtrk=true

32 
absence of regular employment income, long-term care and available insurance despite greater risk of
age-related health problems.
Age-related limits on particular financial products can act as a barrier to access for older people. Such
limits commonly operate on such products as credit facilities particularly mortgages and insurance products
including life insurance, travel insurance and motor insurance. For example, in France, the Observatory
for Banking Inclusion, chaired by the Governor of the Banque de France, highlighted in its 2017 annual
report that access to credit reduced with age. One of the reasons for this situation is the difficulty for older
consumers to obtain affordable credit life insurance, which may be required by a lender, after 70 years of
age, when the credit exceeds a certain amount and a certain duration.43
That said, in many countries, the numbers of older people with outstanding debt, including in particular
mortgage debt, is increasing. According to a recent study in Australia, between 1987 and 2015 the real
mortgage debt of older mortgagors aged 55+ increased by 600 percent.44 In the US, 38 percent of
homeowners aged 65 and older had mortgage debt in 2013, with a median value of US$73,000, compared
to only 22 percent and US$27,300 in 1995.45 In Canada, the percentage of retirees aged over 65 with a
mortgage on their primary home increased from 15.9% in 2009 to 19.1% in 2014, and that of retirees with
an outstanding credit card balance increased from 12.2% to 14.6%. 46
While in some respects this trend represents the reality of demographic changes, it also represents an
increased risk of repayment difficulty and financial hardship. Increasing access to credit products, including
mortgage products, therefore, involves both attention to the product features and application of appropriate
responsible lending criteria.
Barriers due to low digital capability
As noted above, while there are many technologically savvy older people, in general they tend to have
lower levels of digital capability compared to the rest of the population. This is due to a range of factors,
including lack of familiarity and confidence, consumer preferences, security concerns as well as age-
related physical issues.
In relation to financial products and services, the decrease in strength, speed of execution and hand-eye
coordination more likely among older people may result in difficulty using objects effectively such as
telephone keypads or ATMs as well as performing financial transactions on smartphones due to the size
of screens.
These factors mean that certain older people cannot or do not wish to perform financial transactions online.
For example, research conducted by the Investor and Financial Education Council in Hong Kong, China
among older people revealed that about half of people aged 50-69 (48%) never used online banking
services (60% and 84% among older individuals aged 60-64 and 65-69 respectively). Moreover, 43% of
43
Questionnaire response from ACPR France, January 2019 – Banque de France Annual Report 2017
44
Ong, R., Wood, G., Cigdem-Bayram, M. and Salazar, S. (2019), Mortgage stress and precarious home ownership:
implications for older Australians, AHURI Final Report 319, Australian Housing and Urban Research Institute Limited,
Melbourne, http://www.ahuri.edu.au/research/final-reports/319, doi: 10.18408/ahuri-8118901
45
Joint Center for Housing Studies of Harvard University, Projections & Implications for Housing a Growing Population:
Older Households 2015-35, Harvard College 2016
46
Questionnaire response from Financial Consumer Agency of Canada, January 2019

 33
the survey respondents said they were concerned that their choices of financial services might become
limited due to their difficulties in keeping pace with technology advancement.
And, as noted in a report by Age UK, many older people often have a preference for traditional forms of
transacting, such as face-to-face service, paper statements and cheques, even where they may also
access bank accounts online.47
At the same time, and as has already been mentioned above in relation to bank branches, digitalisation is
transforming all aspects of the financial services industry, including the way that consumers interact with
financial products and services. This ranges from developments in service and delivery channels such as
new payment systems, open banking and robo-advice, to changes in the way that consumers
communicate with financial institutions. 48
The COVID-19 pandemic has heightened the importance of digital financial transactions, including online,
mobile and contactless payments, also a result of COVID-19 lockdowns and reduced usage of cash due
to sanitary precautions. Such heightened importance also underscores the importance of digital capability
in order to be able to function effectively in a digital environment.
47
Age UK. (2016). Age Friendly Banking. Retrieved from https://www.ageuk.org.uk/documents/en-gb/for-
professionals/policy/money-matters/report_age_friendly_banking.pdf?dtrk=true
48
OECD (2018), Financial Markets, Insurance and Private Pensions: Digitalisation and Finance

34 
6 Financial Consumer Protection and

related policies and approaches
This section sets out the different ways in which jurisdictions are responding to, or considering responding
to, the various issues associated with the ageing population in terms of financial consumer protection and
related policies and approaches. The information includes a wide range of examples drawn from
responding jurisdictions and in this way, acts as a useful source of effective policies and practices.
6.1 Legal, regulatory and supervisory frameworks
As detailed in the High-Level Principles on Financial Consumer Protection, effective financial consumer
protection needs to be an integral part of the legal, regulatory and supervisory framework. Broadly
speaking, members of the Task Force and many other jurisdictions have implemented such frameworks
that are different according to jurisdictional circumstances
Respondents were asked whether their framework included any laws or regulations specifically relating to
financial consumer protection of older people, including elder financial abuse. Forty percent of respondents
said that there were such specific laws or regulation in place.
Of those jurisdictions that did not have specific laws or regulations, many explained that their financial
consumer protection laws were comprehensive and flexible enough to deal with issues that may affect
older people. In some cases, there were specific laws or regulations relating specifically to vulnerable
consumers, which could include older people where relevant. For example, in many jurisdictions, suitability
obligations jurisdictions, explored in further detail in relation to financial advice below, included
requirements to obtain information about the characteristics and objectives of the consumer, and to provide
advice or other services suitable to them. In some cases, there were enhanced suitability obligations for
vulnerable consumers including older people.
6.2 Role of oversight authority
Irrespective of the underlying law or regulatory position, fifty eight percent of respondents said that the
statutory oversight authority (or authorities) responsible for financial consumer protection had specific
powers, responsibilities and/or a strategy for addressing issues relating to older people. Such strategies
meant that the issue was an organisation-wide priority and often involved multiple parts of the authority
working together leading to a more holistic view and approach to the issue.
In a number of cases, respondents noted that older people were a target group for their financial literacy
and financial education activities, either as a standalone activity or as part of an overall strategic approach
involving other parts of the oversight authority (where they performed such a role). Strengthening the
demand side is critically important, particularly as respondents identified lower financial literacy as the
second-most relevant factor making older people more vulnerable. Efforts to strengthen the demand side

 35
alone however is unlikely to be a panacea, due to the impact of behavioural biases and consumers’
characteristics (such as disability, remoteness or low literacy). Well-designed and targeted financial
education activities are likely to be most effective when they complement actions or activities to protect
financial consumers on the supply side.
Examples of strategic approaches across jurisdictions include:
In Canada, the Financial Consumer Agency of Canada has published a strategy to enhance the financial
literacy of current and future seniors. The seniors’ strategy sets out four goals as the foundation for moving
forward:
 engaging more Canadians in preparing financially for their future years as seniors
 helping current seniors plan and manage their financial affairs
 improving understanding of and access to public benefits for seniors
 increasing tools to combat financial abuse of seniors.
A broad range of organizations from the public, private and non-profit sectors are contributing to the
implementation of the seniors’ strategy. The Financial Consumer Agency of Canada is coordinating an
action plan to make progress toward these goals, building on the work begun by the Financial Literacy
Leader, together with the members of the National Steering Committee on Financial Literacy.
In Germany, the special vulnerabilities of older people are recognised by the oversight authorities, for
example, BaFin has produced a special brochure for older people with the title “Investing money during
retirement”.49 In cooperation with an organisation for elderly citizens, BaFin takes part in the “digital
regulars’ table”, an event in the form of a public webinar, which allows older people to address their
questions directly to BaFin experts.
In Japan, the FSA is considering establishing a strategy for addressing issues relating to the ageing
population, which will include the following elements:
 Promoting the development of financial products and services suitable to life stages and situations
of different customers.
 Helping consumers to better understand their financial situation in retirement, including income and
expenditures.
 Promoting financial services designed to smooth the inheritance of personal assets and
businesses.
 Investor protection.
In the United Kingdom, the Financial Conduct Authority has launched a specific strategy in place to look
holistically at whether financial services are working in the interests of older consumers in the UK.50 Under
the Strategy, consideration is given to older consumers (over 55s) in relation to sectors such as retail
banking, mortgages, and insurance etc. Relatedly, the FCA has also published its consumer approach,
which includes protecting vulnerable consumers, including older people, as well as access to financial
49
https://www.bafin.de/DE/PublikationenDaten/Broschueren/broschueren_node.html
50
Financial Conduct Authority, Ageing Population Strategy: https://www.fca.org.uk/news/news-stories/ageing-
population-update-fca

36 
services and the ageing population.51 The FCA will monitor and assess the effectiveness of industry action
in response to its paper on the ageing population in 2020.
In the United States, the Consumer Financial Protection Bureau has a dedicated Office of Older
Americans that conducts research and produces a range of resources for consumers and professionals
on issues relating to financial inclusion, exploitation and vulnerability of older people. 52
In jurisdictions where the oversight authority did not have specific powers, responsibilities and/or a
strategy, many respondents noted that, notwithstanding, they had a particular focus on vulnerable
consumers which could include older people depending on the circumstances and/or their consumer
protection mandate was broadly defined such that it would issues affecting older people as and when they
arose.
In France, while the ACPR does not have a specific mandate to protect older people, it has included the
protection of vulnerable people in its supervisory priorities. ACPR's strategy for the protection of the elderly
is part of this work on vulnerable populations, which focuses on:
 Better understanding the notion of "vulnerable populations" (identifying specific subgroups, their
difficulties and their needs)
 Identifying existing risks, difficulties and operational solutions, in particular thanks to a dialogue
with the financial sector
 Suggesting courses of action (e.g. developing best practices observed, increasing communication,
developing educational tools for vulnerable people, their relatives, or financial advisors)
 Sanctions for infringements.53
In Hong Kong, China, the HKMA has worked with the industry to develop the Treat Customers Fairly
(TCF) Charter for retail banks, which incorporates five high-level TCF principles, having drawn from good
practices locally and overseas and from the G20 High-Level Principles on Financial Consumer
Protection.54 The Charter aims to promote a stronger corporate culture among banks of treating customers
fairly, which will ensure that the interests of consumers, including that of older financial consumers, are
taken into account by banks in their business dealings with customers.
In Mauritius, the Bank of Mauritius has a mandate to inform and educate consumers and in 2018, a
national awareness campaign was rolled out, which included retired people as a target group, relating to
financial risks and safe financial product to invest in.
Multi-stakeholder involvement
In order to understand how responsibility for addressing financial consumer protection and financial
inclusion issues relating to older people was structured in different jurisdictions, respondents were asked
whether other organisations had a role to play, in addition to the statutory oversight authority.
51
https://www.fca.org.uk/publications/occasional-papers/occasional-paper-no-8-consumer-vulnerability;
https://www.fca.org.uk/publications/occasional-papers/occasional-paper-no-17-access-financial-services-uk;
52
www.consumerfinance.gov/practitioner-resources/resrouces-for-older-adults/
53
Questionnaire response from France, January 2019
54
https://www.hkma.gov.hk/media/eng/doc/key-functions/banking-stability/consumer-corner/TCF_Charter.pdf

 37
Figure 7. Q10: Do any of the following have a role/responsibility for addressing financial consumer
protection/financial inclusion issues relating to older persons (i.e. in addition to the statutory
oversight body)?
As can be seen from Figure 7, it is common across jurisdictions for responsibility is shared by a number of
organisations in many cases. This is reflective of the fact that many of the issues are complex and multi-
dimensional, requiring attention from multiple stakeholders. Responsibility does not necessarily have to
mean formal rule-making or enforcement powers, but could also include advocacy and representation or
leadership in terms of industry practices or service-levels.
In 43% of jurisdictions, respondents noted that self-regulatory organisations or industry associations have
some degree of responsibility for financial consumer protection issues relating to older people. In many
cases, such bodies are industry associations representing financial institutions such as banks or insurance
companies. This is important because the protection of older people and ensure they can safely access
financial products and services often require measures and initiatives that go beyond law or regulation
including such things as product and service design and innovation, staff training, enhancing the
accessibility of communication channels and promoting anti-fraud or other messages. Industry
associations are well placed to show leadership on such issues by setting standards for their membership.
This important role of industry including specific initiatives is explored further below.
6.3 Disclosure and transparency
Promoting transparency by providing consumers with key information relating to the fundamental benefits,
risks and terms of the financial product or service, including information about any conflicts of interest, is
a foundation stone of many financial consumer protection regimes.
Respondents were asked if there were specific rules or guidance relating to disclosure requirements in
relation to financial transactions with older people. A small number of respondents had such specific rules
or guidance in place, but the majority of respondents indicated there were no specific rules or guidance
covering disclosure to older people. Respondents noted however that the regulatory requirements relating
to disclosure generally, such as requirements for relevant information to be clearly explained and
prohibitions on misleading representations were nonetheless applicable.

38 
For example, in Quebec, Canada, the AMF has issued guidance for insurance and securities registrants
setting out expectations regarding dealings with vulnerable consumers, including older people in certain
circumstances.55 The guidance sets out a number of good practices including in relation to disclosure of
information. According to the guidance, registrants should communicate clearly with clients and regularly
ensure their understanding of explanations and information provided, and provide clients with all the
information necessary to understand the product or service in question, all in clear language, adapted to
the particular needs of the client.
In Canada, while the Financial Consumer Agency of Canada does not have specific rules or guidance
related to disclosure requirements older persons, they are covered by all market conduct and disclosure
obligations, including legislation, guidance and regulatory measures. For example, FCAC has published a
Bulletin on consent for new products or services, the purpose of which is to reinforce FCAC’s expectations
that institutions obtain consumers’ express consent for a new financial product or service, including credit
cards, in accordance with regulatory requirements. Among other things, the FCAC has issued a
Commissioners Guidance covering Clear language and presentation principles and guidelines for the
industry. 56 Under this Guidance, Canadian banks should: know their audience; make material
understandable by planning their text; write clearly; use visual presentation to enhance text; and test
material
In Hong Kong, China, while there are no specific disclosure requirements relating to transactions with
older people, financial institutions and intermediaries are subject to requirements to disclose relevant
material information about financial products risks, costs, monetary benefits to facilitate informed decision-
making. For the securities sector, sufficient product information must be disclosed for the purposes of
compliance with the Suitability Requirements.
For banks, the Code of Banking Practice and the Treat Customers Fairly Charter require banks to set out
and explain clearly the key features, risk and terms of the products, fees, commissions or charges
applicable to customers, including the elderly. All promotional materials and information designed for
customers, including older persons, should be accurate and understandable. Misleading representations
or marketing practices should be avoided.
6.4 Equitable and fair treatment and responsible business conduct
The High-Level Principles cover both Equitable and fair treatment and Responsible Business Conduct.
Given the complementary nature of these Principles, information about issues and approaches have been
grouped together for the purposes of this report. In terms of equitable and fair treatment, according to the
High-Level Principles, all financial consumers should be treated equitably, honestly and fairly at all stages
of their relationship with financial service providers. Treating consumers fairly should be an integral part of
the good governance and corporate culture of all financial services providers and authorised agents.
Special attention should be dedicated to the needs of vulnerable groups.
In relation to Responsible Business Conduct, among other things, financial services providers and
authorised agents should have as an objective, to work in the best interest of their customers and be
responsible for upholding financial consumer protection.
55 Info-Conformité volume 6, numéro 2, https://ofsys.com/T/OFSYS/SM2/53/2/P/F/728321/xG5vXm/741925.html

56 FinancialConsumer Agency of Canada (2018), CG-3 Clear language and presentation principles and guidelines
for the industry https://www.canada.ca/en/financial-consumer-agency/services/industry/commissioner-
guidance/guidance-3.html

 39
Under this broad range of topics, respondents were asked a number of questions about measures relating
to dealings between financial institutions and older people, both in terms of regulatory requirements, such
as rules or guidance and self-regulatory or industry-led initiatives.
Frontline services
Frontline services, such as call centres and branches involve direct and personal contact with customers.
Staff working such settings have a level of interaction very different to that in the online environment, in
particular, staff who deal with customers face-to-face.
The role of frontline services is particularly relevant in the context of dealings with older people. For
example, many older people have a preference for in-branch banking over online or phone banking.57
Many older people are also sensitive to the design of frontline services, particularly as it relates to
accommodating physical needs, such as mobility or hearing.58
As noted above, recognising that in many jurisdictions, the trend is for bank branches in fixed locations to
close due to factors such as increased digitalisation, it is important that such trends are balanced with
considerations of customers who may be vulnerable, including older people.
In addition to governments and statutory bodies, financial institutions themselves can play a significant role
in responding to the issues affecting older people, especially where this involves frontline staff. As noted
by the AARP’s report introducing its BankSafe initiative, one of the first warning signs of dementia in older
adults is the inability to manage finances. The report notes that frontline staff such as bank employees and
financial advisors, can play a vital role in recognising the signs of a customer having difficulty with banking
and financial transactions, and then provide appropriate customer service and referral information.
Furthermore, the report also notes that some financial institutions have provided training to frontline staff
to help prevent financial exploitation (or elder financial abuse).59
Regulatory measures relating to frontline services
Respondents were asked whether there were any formal regulatory measures in place relating to the
dealings of frontline staff with older people. Half of responding jurisdictions confirmed that there were such
measures in place.
Many of the measures relating to frontline services are complementary to measures relating to the closure
of bank branches and/or designed to offset the impact of such closures.
For example,
In Canada, the Bank Act (SC 1991 c46), was amended in February 2018 in order to strengthen consumers'
rights and interests when dealing with their banks, and to improve the Financial Consumer Agency of
Canada's ability to protect consumers. Amendments are focused on three key areas:
 requiring new internal bank practices to further strengthen outcomes for consumers,
 providing the Financial Consumer Agency of Canada with additional tools to implement supervisory
best practices, and
57
Age-friendly banking: what it is and how to do it, AGE UK, 2016.
58
Ibid, page 11
59
Banksafe Initiative: a comprehensive approach to better serving and protecting consumers, AARP Public Policy
Institute, 2016

40 
 further empowering consumers.

These amendments include a number of measures that will help protect older persons in their dealings
with their banks, including:
 prohibiting banks from taking advantage of a person in any circumstance;
 prohibiting banks from communicating false or misleading information;
 prohibiting banks from imposing undue pressure in any circumstance; and
 requiring banks to have policies and procedures to ensure that products sold are appropriate for
the person having regard to their circumstances, including financial needs.
In Quebec, Canada, the AMF is working on a Guide of good practices for vulnerable persons treatments.
The main goal aims to communicate good practices, references and indicators to prevent and manage
financial abuse of vulnerable persons and, in doing so, provide a toolbox for industry participants. The AMF
is working on a guidance for the financial services industry on preventing financial abuse on vulnerable
clients. This document also provides information and resources for the industry on preventing, detecting
and responding to financial abuse of a client.
In Costa Rica, a number of financial institutions run financial education seminars, workshops and
community events on a range of financial and investment topics.
In Hong Kong, China, in 2018, the Hong Kong banking industry launched the Practical Guideline on
Barrier-free Banking Services which sets out good practices recommended for the industry to facilitate
access to bank services, including bank branches, ATMs, on-line banking, telephone banking, etc. by
customers with disabilities and in need, including the elderly.60 The HKMA endorsed the Practical Guideline
and issued a circular to state its supervisory expectation for all banks to implement the measures in the
Practical Guideline within 3 years.61 In addition, one of the high-level principles in the Treat Customers
Fairly Charter stipulates that banks in Hong Kong that engage in mass retail market should provide
reasonable access to basic banking services to members of the public, paying special attention to the
needs of vulnerable groups.
Regarding the sale of investment products, banks are required to allow vulnerable customers, which may
include older people, to choose during the initial transaction whether they would like to bring along a
companion to witness the sale process, and/or have a second front-line staff member to handle the sale.
Regarding the sale of long term insurance products to vulnerable customers of which the elderly is an
example, banks are required to exercise extra care and allow the vulnerable customer to choose whether
he/she would like to (i) bring along a companion to witness the sales process and/or (ii) have more than
one staff member of the bank to handle the sale.
Regarding the MPF scheme, if an older person is regarded as a vulnerable client as defined in Guidelines
on Conduct Requirements for Registered Intermediaries, the MPF intermediary should provide extra care
and support to the vulnerable client during the MPF sales and marketing process. This may include:
 Offering the vulnerable client the opportunity to be accompanied by a companion and/or to have
an additional member of staff to witness the relevant sales process and constituent fund selection
process.
 Conducting a post-sale call to:
60
https://www.hkab.org.hk/download.jsp?isTemp=N&section_id=5&file_name=Practical+Guideline+on+Barrier-
Free+Banking+Services+%28English%29.pdf
61
https://www.hkma.gov.hk/media/eng/doc/key-information/guidelines-and-circular/2018/20180323e2.pdf

 41
o Confirm that the intermediary has provided the client with the offering document, explained the
key features of the relevant registered scheme and constituent funds and advised the client to
read carefully and understand the information contained in the offering document prior to
making the key decision.
o Verify the key decision that the client has made.
o Confirm the client’s understanding of the key decisions made.
In India, the Reserve Bank of India has issued guidelines to banks to put in place explicit mechanisms for
meeting the needs of Senior Citizens so that they do not feel marginalised and can use banking services
without difficulty. These include:
 Having dedicated counters in bank branches to provide priority service to older people.
 Automatic conversion of a bank account into a “Senior Citizen Account’ based on the date of birth
available in the bank’s records.
 Submission of Life Certificates by pensioners at any branch, including a non-home branch, of the
pension paying bank and prompt updating of the same by the branch.
 No requirement for physical presence on older people in order to obtain cheque books.
 For pensioners, banks have been advised to provide credit without delay and to pay interest at
penalty rates in cases of delay in credit of pension/revisions made in the pension.
In Israel, the Bank of Israel, under a new conduct of business directive, banks and credit card companies
are required to allow elderly customers (those above the age of 70) and customers with disabilities to be
given priority in the wait for a human telephone response i.e. at call centres. In addition, where bank
branches with teller services are discontinued and replaced with digital banking machines, banks are
required to ensure dedicated human assistance at the branch so that customers of the branch may adjust
to the change more easily. Banks must also train staff at the branch and give them requisite ways and
means to guide and help customers.
In Japan, the Financial Services Agency has developed guidelines for intermediaries soliciting securities
business with older customers, including requirements to monitor such activities closely to identify any
problem sales and to ensure that the needs of the older customer are fully understood. There are also
special measures relating to the sale of insurance products to older people, including inviting relatives or
others to attend the sales meeting, keep records, and follow up contact to ensure the insurance product
offered meets the needs of the older person.
In Portugal, since August 2016, all public and private entities that provide frontline services to the public,
including financial institutions supervised by the Bank of Portugal, are required to give priority to, inter alia,
people aged 64 years or over. Where this requirement is not observed, a complaint may be submitted to
the relevant authority, including the Bank of Portugal where the matter relates to a financial institution. 62
In the Russian Federation, operational guidance for credit organisations produced by the Bank of Russia
in 2017 sets out specific recommendations for ensuring the financial inclusion of older people, as well as
people with limited mobility and other disabilities.
Self-regulatory or industry-led measures relating to frontline services
As noted, industry has an important role to play in addressing the financial consumer protection risks facing
many older people. To explore this further therefore, respondents were also asked whether there were
62
Decree-Law No. 58/2016 of 29 August

42 
self-regulatory or industry-led measures relating to frontline services. Half of responding jurisdictions said
that there were self-regulatory or industry-led initiatives, as can be seen from Figure 8.
Figure 8. Q14: Are there any self-regulatory or industry-led initiatives (e.g. training programmes)
that apply to frontline staff (e.g. bank branch staff) in their dealings with older persons?
N=30
In terms of specific applications, there was a range of self-regulatory or industry-led initiatives in place
across different jurisdictions, such as training programmes for frontline staff in their dealings with older
people and/or commitments in codes of conduct relating to vulnerable consumers, including older people
where relevant. Self-regulatory instruments such as Codes of conduct play an important role in the overall
financial consumer protection regime. Often they complement or go beyond the minimum legal
requirements or provide guidance to industry participants about best practice and are developed by
industry associations on behalf of their members. An important feature of such Codes of conduct is that
there are effective enforcements arrangements to ensure compliance. In some cases, policy makers and/or
statutory authorities work with industry associations to develop such Codes of conduct, and may even
have a role to approve and/or monitor compliance with the Code.
Examples of self-regulatory or industry-led initiatives relating to frontline services include:
In Canada, in 2019 retail banks voluntarily agreed to a Code of Conduct for the Delivery of Banking
Services to Seniors, developed in conjunction with the Financial Consumer Agency of Canada and seniors’
groups.63 While not a law or regulation, the Financial Consumer Agency of Canada (FCAC) oversees
banks’ compliance with the Code of Conduct and has some limited enforcement powers. The Code of
Conduct includes a series of Principles setting out a series of commitments by banks in relation to their
dealings with seniors, i.e.:
63
Canadian Bankers’ Association (2019), Voluntary Commitments and Codes of Conduct Code of Conduct for the
Delivery of Banking Services to Seniors, https://cba.ca/Assets/CBA/Documents/Files/Article%20Category/PDF/vol-
seniors-en.pdf

 43
 Principle 1: Banks will establish and implement appropriate policies, procedures, and processes to
support the Code
 Principle 2: Banks will communicate effectively with seniors
 Principle 3: Banks will provide appropriate training to their employees and representatives who
serve seniors
 Principle 4: Banks will make appropriate resources available to client-facing employees and
representatives to help them understand matters relevant to seniors’ banking needs
 Principle 5: Banks will endeavour to mitigate potential financial harm to seniors
 Principle 6: Banks will take into account market demographics and the needs of seniors when
proceeding with branch closures
 Principle 7: Banks will publicly disclose the steps they have taken to support the principles set out
in the Code
In France, a number of financial institutions offer home visits by staff and/or home delivery of cash in
circumstances where older people cannot access branches due to mobility issues. 64
In Germany, some financial institutions have undertaken a training programme (1/2 day seminar, train-
the-trainer) for frontline staff who may act as “capable guardians” in the sense that they have the potential
to protect older people from becoming victims of elder financial abuse. An example could be a frontline
staff member spots that an older person is suddenly taking out large amounts of cash, against their routine
behaviour, which could be an indication for being a victim of elder financial abuse such as a “grandparent
scam”.
In Hong Kong, China, the Code of Banking Practice is a non-statutory Code issued on a voluntary basis
(which was jointly issued by the Hong Kong Association of Banks and the DTC Association and endorsed
by the HKMA)65 requires among other things that banks and their authorized agents should have as an
objective, to work in the best interest of their customers (including the elderly) and be responsible for
upholding financial consumer protection. Staff (especially those who interact directly with customers)
should be properly trained and qualified.
In Israel, banks have introduced a range of measures relating to the way that frontline staff deal with older
people, including:
 A digital banking training programme for older persons, promoted by the Association of Banks and
the Bank of Israel, under which banks invite customers for individual one-on-one training at the
branch.
 Priority queues for customers over the age of 80 for telephone services.
 Special attendants at branches with a high proportion of older customers to assist them with digital
activities that they might need to perform.
 Training for frontline staff and management of branches on how to treat older persons and adapt
the service to them (for example, everything must always be written down for them; treat older
persons as you would members of your own family, etc.).
64
Questionnaire response from France, January 2019
65
https://www.hkab.org.hk/DisplayArticleAction.do?sid=5&ss=3

44 
 Some banks personally contact every customer over the age of 70 in order to explain the
implications and the actions s/he is required to take.
 Computer systems alerts bank staff if the customer they are serving is over the age of 80, to ensure
that they provide appropriate level of service attention. 66
In the United Kingdom, a UK charity, Money Advice Trust, has worked on a vulnerability programme for
members of UK Finance members, the largest financial services industry association in the UK. Another
UK charity, the Alzheimer’s Society conducts dementia-friendly training for communities. This is a good
example of multiple stakeholders working together in response to an identified problem.
Bank branches
Bank branches are an important and familiar frontline service channel for many older people. As noted in
Section 5, sixty per cent of respondents indicated that access to, and availability of, bank branches was
an issue or concern in their jurisdiction.
Box 2. Striking a balance? A spotlight on measures and initiatives for financial consumers
relating to bank branches
A number of jurisdictions have a variety of specific measures, both regulatory and self-regulatory to
address the issue of bank branch closures which seek to balance the commercial imperatives for banks
with the physical access needs of financial consumers. These measures include ensuring appropriate
consultation and alternative arrangements are in place whenever a bank branch is identified for closure,
and also the use of “mobile” banks delivering banking services via specially adapted vehicles that can
visit multiple locations without a permanent branch.
For example:
In Canada, when a federally regulated financial institution, e.g. a bank, is planning to close a branch at
which they serve customers and disperse cash, the Bank Act requires that clients be provided with
either four or six months’ notice, depending on the branch location. The bank must also inform
consumers about how to contact the bank and the Commissioner of the Financial Consumer Agency of
Canada about the proposed closure. The bank is required to hold a meeting with the groups or
individuals affected to exchange views about the closing or cessation of activity, if someone locally
affected by the closure requests such a meeting from the FCAC, and the bank has not properly
consulted the community. The meeting must also include a discussion alternative service delivery and
measures to help customers adjust to change. Consumers are also encouraged to seek financial
institutions and banking account packages that best meet their needs.
In Germany, the three-pillar structure of the German banking system with private banks, publicly owned
saving banks and member-owned credit unions supports the availability of bank branches. This is
because publicly owned saving banks and member-owned credit unions are rooted in the local
community; in particular, publicly owned saving banks are controlled by communal parliaments that in
principle support access to the banking system. New channels have also emerged, for example,
consumers may make fee-free cash withdrawals at supermarkets when paying for their shopping,
66
Questionnaire response from Israel, January 2019

 45
subject to minimum spend requirements being met. Also, in certain rural areas, some banks offer a
variety of physical banking services delivered by bus.
In Hong Kong, China, Principle 5 of the Treat Customers Fairly Charter provides that banks engaging
in mass retail market should provide reasonable access to basic banking services to members of the
public, paying special attention to the needs of vulnerable groups, such as the elderly. In addition, as
part of its efforts to enhance accessibility of basic banking services by the public, especially older
people, the HKMA has been actively coordinating with retail banks to further enhance the coverage of
banking networks in remote areas and public housing estates. With the encouragement of the HKMA
some banks have been using new technologies and operation modes, such as deploying specially
equipped vehicles as mobile branches and video teller machines to enhance accessibility of banking
services across the territory. Also encouraged by the HKMA, the banking industry association has
introduced a scheme for the elderly to withdraw cash at participating convenience stores and all post
offices without the need to make any purchases.
In India, pursuant to the Charter of Customer Rights issued by the Reserve Bank of India, banks have
been advised to provide doorstep-banking services to older people aged over 70 years wherever
feasible.
In Israel, the closure of bank branches and the downsizing of teller services are governed by Directive
no 400 of 2017. Under this Directive, a banking corporation must base any decision to close a branch
or discontinue teller services at a branch on a prior review of the potential impact on customers of the
closed branch, and on developing a service-continuity plan for banking services. This requirement is
intended to ensure that banking services can continue to be delivered to consumers accessibly and
conveniently. In conducting this review, a banking corporation is required to consider, among other
things, the age profile of the customers of the branch as well as customers who do not generally use
digital banking services (e.g., elderly customers, those with disabilities, etc.). The service-continuity
plan may include measures such as:
 Expanding the range of banking services provided by automated machines (e.g., paying utility
bills, breaking large banknotes, depositing bundles of cheques, etc.).
 Expanding the range of banking services available online and at call centres.
 Opening mobile branches or partial-service branches.
 Providing courier services.
 Extending the business hours of branches that offer teller services in the vicinity of the closed
branch or where teller services have been discontinued in order to make these services more
available to the public, including on Fridays, etc.
In the scope of the plan, the banking corporation should make reference to the needs of the customers
of the branch and the adequacy of the alternatives that it offers for the consumption of banking services,
particularly in respect of populations who may have special needs.
In Portugal, where there are concerns about the reduction in the number of branches, Banco de
Portugal has been working with credit institutions to find new ways of providing banking services to
reach more isolated parts of the country, for example through mobile banking services delivered via
buses, while at the same time, ensuring security procedures and compliance with information
requirements.
In the Russian Federation, banking services known as Pochta Bank (Post Bank) have been made
available through the national network of Russian Post in all regions of the country since 2016.

46 
In Spain, some banking providers have launched a mobile banking service delivered via buses in order
to mitigate the effects of bank branch closures in less-populated areas, where often more older people
live.
Financial advice and financial management
Many older people often have higher levels of accumulated financial wealth than younger people, including
in pension vehicles and real property, with a commensurately greater need for professional financial advice
and/or financial asset management, especially in relation to retirement planning. Difficulty accessing
financial advice as well as reliance on financial professionals were identified by respondents among the
factors making older people more vulnerable. The other thing to note is that the impact of poor financial-
decision making in relation to investing lifetime of wealth or savings, including decisions made on the
advice of professionals, can have devastating consequences for older people in terms of managing their
retirement. The issue of cognitive decline is relevant here, particularly where the sufferer may be
responsible for a significant amount of family wealth or savings.
Regulatory measures relating to financial advice/financial management
Respondents were asked whether there were any specific regulatory measures or initiatives applicable to
the giving of financial advice and/or the management of financial assets of older people.
Thirteen jurisdictions which responded to this question indicated that there were regulatory measures, such
as rules or guidance, relating to the giving of financial advice or the management of financial assets of
older persons.
For example:
In Brazil, financial intermediaries are required by the Securities and Exchange Commission of Brazil
(CVM) to comply with suitability requirements relating to the financial products offered to consumers,
including verification that a proposed investment is consistent with the consumer’s risk profile, financial
knowledge and financial wealth before it is executed.67 Financial institutions are also required to give
priority attention to older people in terms of dealing with their requests.
In Israel, pension advisors at banks are required to give age-appropriate advice to customers. Pension
advice models include an automatic scoring mechanism in the event that the customer is over 70 years of
age, which is programmed in a manner intended to reduce the level of risk for older customers in their
investment. Some financial institutions have implemented specific training on the giving of advice to older
customers for their investment advisers.
In many jurisdictions, including those without specific regulatory measures relating to the giving of financial
advice, respondents explained that the operation of suitability requirements, best interest requirements
and other measures relating to the giving of financial advice would be applicable in that the age of a
customer would be one of the factors to be taken into account in giving appropriate financial advice.
In the European Union, EU legislation (MiFID II, IDD and PRIIPs) does focus on the specific needs of the
potential consumer. While “elderly” is not identified as a specific factor, intermediaries are required to
assess the individual situation of the potential consumer when disclosing information and / or providing
advice. For example, under the PRIIPs Regulation a person advising on or selling a PRIIP must assess
the time needed by the potential customer to consider the Product Information Document, taking into
67
CVM Instruction 539/2013

 47
account inter alia the complexity and the knowledge and experience of the consumer. Complying with
these rules means conducting an individual assessment where of course age could be a relevant factor.
Under MiFID II, credit institutions are obliged to provide their clients with a statement of suitability after
giving investment advice. The statement of suitability has to present, among other things, how the advice
has been tailored to the preferences, objectives and other characteristics of the retail investor. Again, age
could be a relevant factor. The same applies to insurance-based investment products.
In Hong Kong, China, intermediaries are subject to disclosure and conduct obligations administered by
the SFC, including suitability requirements, in relation to their dealings with all clients. Intermediaries are
required to exercise extra care in dealing with elderly or unsophisticated clients or those who may not be
able to make independent investment decisions on complex investment products and rely on the licensed
or registered persons for recommendations. Such care is particularly important when these clients invest
in investment products with long maturity periods and those which will attract hefty penalty charges upon
early redemption or withdrawal.
As regards the sale of long term insurance products by banks, they are required to ensure that a
recommended product is suitable to a customer’s circumstances including needs and affordability, and
make proper disclosure of the key features and risks of the long term insurance product to the customer,
including the elderly. When dealing with the elderly, banks are required to exercise greater caution and
alert them to the long term nature, tenor and premium contribution period of the insurance product. 68
In relation to the sale of insurance products, the Insurance Authority has promulgated a number of codes
and guidelines to set out the requirements and provide guidance to insurers and insurance intermediaries,
including those that apply to financial advice/financial management of older persons.69
In South Africa, the Financial Advisory and Intermediary Services Act (FAIS Act) regulates the provision
of advice and provides sufficient protection for older people although there are not specific requirements
relating to the elderly. The FAIS Act requires financial advisors to at all times render financial services
honestly, fairly, with due skill, care and diligence, and in the interest of clients and the integrity of the
financial services industry. An advisor is required to obtain from the client such information regarding the
client’s needs and objectives, financial situation, risk profile and financial product knowledge and
experience as is necessary for the provider to provide the client with appropriate advice.
Self-regulatory or industry-led measures relating to financial advice/financial management
Again, respondents were asked about self-regulatory or industry-led initiatives in this area. In many
jurisdictions, there are industry associations that represent financial advisory and management service
providers. Half of responding jurisdictions confirmed that such initiatives were in place relating to the giving
of financial advice and/or the management of financial assets of older people.
For example:
In France, a number of financial institutions have put in place measures to prevent poor marketing of
financial products to older people, including the provision of guidance to financial advisers for managing
68
Questionnaire response from Hong Kong, China, January 2019
69
see Guideline on Financial Needs Analysis; Guideline on Sale of Investment-Linked Assurance Scheme (“ILAS”)
Products; Guideline on Benefit Illustrations for Long Term Insurance Policies, at
https://ia.org.hk/en/legislative_framework/guidelines.html

48 
the relationship with older clients. This can range from ensuring clients are clear about and reformulate
their financial needs before executing any transaction to practical matters such as ensuring the physical
environment of any appointment is appropriate.
In Quebec, Canada, initiatives developed by self-regulatory organisations include a member education
webcast by IIROC for investment advisors working with seniors and vulnerable persons 70 and a Seniors
Summit hosted by the MFDA in 2015 to provide members practical advice on dealing with the issues and
challenges they will face when dealing with senior clients.71 Also, the Investment Industry Association of
Canada has produced Canada’s Investment Industry: Protecting Senior Investors - Compliance,
Supervisory and Other Practices When Serving Senior Investors.72
In Japan, the Japan Securities Dealers Association (JSDA) has issued self-regulatory requirements for its
members requiring them to have internal rules regarding offering and selling financial products to elderly
customers by solicitation and issued a guideline on sales through solicitation targeted the elderly to clarify
the interpretation of them. This includes:
 A requirement for prior approval by an experienced manager when for solicited sales of a complex
or low-liquidity investment product to a person aged 75 years and over.
 A requirement to establish a period between the solicitation and execution of a transaction with
anyone aged 80 years and over to provide such customers with time to think about their investment
decisions (i.e. overnight).73
In Korea, financial industry associations have developed guidelines to protect older financial consumers,
applicable to financial firms and their staff.
6.5 Financial products
Financial products for older people
As noted above, there are a range of factors which can impact on the accessibility and availability of
appropriate financial products for older people, including age-based limits. Respondents were asked
whether they were aware of financial products designed to address the factors that may make older people
more vulnerable. Thirteen jurisdictions said that they were aware of such products, while sixteen said that
they were not.
70
http://www.iiroc.ca/Documents/2016/0853af0c-6b32-4b31-9bd7-e0093a54f66d_en.pdf
71
http://mfda.ca/members/member-webcasts/mfda-2015-seniors-summit/ Industry-led initiatives
72
https://iiac.ca/wp-content/uploads/Canadas-Investment-Industry-Protecting-Senior-Investors_March-18-2014.pdf
73
Questionnaire response from Japan, January 2019

 49
Figure 9. Q18: Are you aware of any financial products designed to address factors that may make
older persons vulnerable?
N=30
In Brazil, the age limit for mortgage finance was extended by Resolution 205/2010 enacted by the
Superintendence of Private Insurance, from 75 years old to a maximum of 80 years and 6 months. Further,
under the Elderly Statute, 3% of real estate loans financed by public funding must be allocated for older
people.
In Canada, pooled Registered Pension Plans (PRPPs) were introduced as a retirement savings option for
individuals, including self-employed individuals, who may face more challenges with self-directed
retirement planning. Its purpose is to provide retirement income for employees and self-employed
individuals who do not have access to a workplace pension. Because individuals’ assets are pooled,
PRPPs offer investment and savings opportunities at lower administrative costs, with investment options
being similar to those available in a registered pension plan.
In Hong Kong, China, the Silver Bond issued by the Government of Hong Kong, China is designed for
senior residents aged 65 or above in Hong Kong.74 Silver Bonds are principal-protected and the return is
linked to inflation in Hong Kong, which helps senior residents counter inflation and provides steady interest
income per annum. There is no secondary market for the Silver Bond, but holders can sell their bonds
back to the Government at original price before maturity and obtain the accrued interest.
The HKMC Annuity Plan (the Plan) is a life annuity scheme underwritten by HKMC Annity Limited and is
a whole life guaranteed annuity insurance product for elderly aged 60 or above.75 The Plan is designed to
address the longevity risk faced by older people by providing a steady stream of guaranteed annuity
income for life after paying a single premium. The Plan allows customers to apply for special withdrawals
74
https://www.hkgb.gov.hk/en/retail/Silver_Key.html
75
https://www.hkmca.hk/files/hkmcap_small_banner/1/HKMCA%20brochure-EN-Full_web.pdf

50 
for medical and dental expenses in Hong Kong, which can also help address the liquidity needs of the
customer.
In Italy, older people have access to pension-backed loans, which are credit facilities where loan
repayments are made directly by the pension authority to the credit provider. Such repayments may not
amount to more than one fifth of a person’s monthly pension payment.76
In the Russian Federation, social cards that grant free access to public transport and other social services,
and are available to older people who receive a state pension, can also be used as debit cards and allow
certain fee-free transactions e.g. paying utility bills.
Box 3. Asset rich, cash poor – reverse mortgages

One financial product that was specifically mentioned by a number of respondents as a product that
was designed to meet specific needs of older people was reverse mortgages. Essentially, reverse
mortgages, also known as equity release loans or home income plans, operate by allowing property
owners (in this case, older people who own their own homes) to borrow (or release) funds representing
a portion of the value of their property, with the property as security for the loan. While rules and
arrangements differ across jurisdictions, generally repayments do not need to be made during the
property owner’s lifetime, with the capital plus accrued interest being repaid from their estate on their
death.
Reverse mortgages have advantages and disadvantages, as was evident from the responses received
to the questionnaire. Given the challenges of an ageing population, with the need to fund longer
lifespans, reverse mortgages can:
 Assist with meeting cash flow needs in the absence of income from employment
 Reduce pressure on social security or state pension arrangements
 Provide funds to pay for large expenses such as home repairs or modifications, new car.
In terms of potential risks associated with reverse mortgages, they include:
 Depletion of equity in the property, possibly to zero
 Value of the loan growing to greater than the value of property
 Opaque fees and charges
 Lack of understanding by financial consumers.
In terms of jurisdiction experience, including mandated product design features, regulatory actions and
consumer rights, examples include:
In Australia, the Australian Securities and Investments Commission published a review of reverse
mortgages in August 2018. ASIC reviewed data on 17,000 reverse mortgages, consumer loan files,
lender policies, procedures and complaints, and conducted research among borrowers and
stakeholders. The review found that reverse mortgages allowed older Australians to meet their
immediate financial goals, stay in their home and improve their lifestyles in retirement, but that longer
term challenges existed, such as reduced home-equity (beyond the upfront costs of aged care) and
financial difficulty in later life due to the effect of compound interest over time and potential changes in
the growth of property prices. In light of the review findings, ASIC decided to require lenders to improve
76
Questionnaire response from Italy, January 2019

 51
their practices and amend loan contracts, monitor industry initiatives to reduce the risk of elder financial
abuse and update its consumer education materials.
In Hong Kong, China, the Reverse Mortgage Programme underwritten by HKMC Insurance Limited is
a mortgage loan product insured by mortgage insurance for person aged 55 or above and is designed
to address the longevity risk. The product enables a borrower to use his or her residential property in
Hong Kong as security to borrow from a lender. The borrower can opt to receive monthly payments
either over a fixed period of 10, 15 or 20 years or throughout his or her entire life. The borrower may
also borrow lump-sum payments for specific purposes when needed. In general, the borrower does not
need to repay the reverse mortgage loan during his or her lifetime (unless the reverse mortgage loan is
terminated under certain specified circumstances). Finally, the borrower remains as the owner of the
property and can continue to stay in the property for the rest of his or her lifetime.
In India, a homeowner who is above 60 years of age is eligible for reverse mortgage loan, which permits
the release of equity in the home via a lump sum or periodic payments mutually agreed by the borrower
and the banker.
In Italy, “lifetime mortgages” are available to property owners over 60 years old and do not require
repayments to be made during the lifetime of the borrower, with the outstanding debt dealt by their
estate.
In Spain, reverse mortgages are regulated by Act 41/2007 of 7 December, which modifies Law 2/1981
of 25 March together with other aspects of the mortgage and financial system. In Spain, reverse
mortgages are intended to mitigate one of the most pressing socioeconomic problems in Spain i.e.
meeting the increase in income needs during the later years of a person’s life. Usually, in this type of
mortgages, the debtor must be over the age of 65 years old and the primary residence of the debtor
should be guaranteed. The credit provider is only able to recover the credit and the accrued interests
when the debtor deceases, and the debt is paid off by the heirs to the estate. In order to ensure
transparency, providers are required to provide clients with independent advice, especially in
connection with the financial situation of the applicant and the economic risks of reverse mortgages. In
addition, the Code of Best Practices, a voluntary code, is aimed at protecting loan and mortgage
borrowers who have mortgaged their primary residence and who are at risk of social exclusion.
According to the Code of Best Practices, debtors over 60 are considered particularly vulnerable.
In the United States, the Consumer Financial Protection Bureau (CFPB) conducted a review of
advertisements for reverse mortgages from a variety of lenders that appeared in five large urban US
markets between March 2013 and March 2014 as well as qualitative consumer research among
homeowners aged 62 and older, in three cities to explore their impressions of the advertisements. The
review found, among other things, that many consumers did not understand that reverse mortgages
were loans with fees, compounding interest and repayment terms, unless they saw an interest rate
explicitly stated in the advertisement. The CFPB was also concerned that advertisements may lead
some older homeowners to believe that reverse mortgages were a risk-free government program or
benefit and that consumers were confused about messages stating that borrowers could not lose their
homes, when this was not the case.77 In 2016, the CFPB took action against three reverse mortgage
companies for deceptive advertisements, including claiming that consumers could not lose their homes.
77
Consumer Financial Protection Bureau Office for Older Americans (2015), A closer look at reverse mortgage
advertisements and consumer risks

52 
The CFPB ordered the companies involved to cease deceptive advertising practices, implement
systems to ensure they are complying with all laws, and pay penalties. 78
Product Oversight & Governance Requirements
In addition to rules and regulations relating to the conduct of financial institutions and requirements relating
to the disclosure of information, in recent times, there has been an increased regulatory focus across a
number of jurisdictions on measures to ensure the quality and value of financial products and services
themselves. Such a focus can supplement conduct and disclosure regulations and in particular, recognises
the limitations of disclosure and financial literacy alone to safeguard consumer interests, given that many
consumers cannot or do not read or understand potentially complex information about financial products
and services.
While the High-level Principles do not currently explicitly cover product design, respondents were asked
whether there were regulatory measures, such as rules or guidance, relating to the design and distribution
of financial products targeted at older persons. Just over half of responding jurisdictions said that such
measures were in place, although the measures were not generally specific to older people (although they
would be relevant for financial products specifically designed or targeted at older people).
Figure 10. Q17: Are there any rules, guidelines or other measures relating to the design and
distribution of financial products targeted at older persons?
N=30
For example, across Member States of the European Union, relevant EU legislation, such as MiFID II,
the Insurance Distribution Directive as well as the Product Oversight & Governance guidelines of the
European Banking Authority, ESMA and EIOPA, enshrine the principle of financial product governance,
including taking into account the interests of the target customers from the production process to the
78
https://www.consumerfinance.gov/about-us/newsroom/cfpb-takes-action-against-reverse-mortgage-companies-
deceptive-advertising/

 53
marketing phase of a financial product. Product governance does not specifically cover older people, but
does include the obligation to define a target market which may reduce the risks of inappropriate or
inadequate distribution.
In Australia, in 2019 statutory requirements have been introduced setting out design ad distribution
obligations for financial services firms. These obligations will bring accountability for issuers and
distributors to design, market and distribute financial and credit products that meet consumer needs and
require issuers to identify in advance the consumers for whom their products are appropriate, and direct
distribution to that target market. The new laws also introduce a product intervention power for the
Australian conduct regulator which will give it the power to intervene where there is a risk of significant
consumer detriment.
Technology supported product and service design
As outlined above, financial products and services, and the ways to interact with them, are increasingly
digital in nature. At the same time, lower digital capability acts as a barrier for many older people to fully
engage with digital financial services. It is important that financial institutions take an inclusive approach to
innovation and harness technology in a way that benefits older people (and other consumers) who may
not be very digitally capable and enhance their experience with financial products and services through
age-friendly design. For policy makers, it is important to ensure that policy and regulatory settings are such
as to allow innovation to flourish while ensuring an appropriate degree of consumer protection.
Respondents were also asked if they were aware of technological innovations designed to help protect or
support older people in their financial dealings and/or the development of financial products. Six
responding jurisdictions said they were aware of such innovations.
In Brazil, where payroll loans re the most popular financial product among retirees, fintech companies are
providing payroll loans for social security beneficiaries, including retirees and pensioners, such that they
obtain loans in a digital environment along with an online learning platform that includes credit simulations.
In Hong Kong, China, banks have introduced Video Teller Machines, encouraged by the HKMA. Through
these machines, bank staff stationing at customer service centres can engage in real-time conversations
with customers through videos and provide interactive banking services to customers. Banks also set up
voice navigation ATMs to enhance the accessibility of ATM services for customers with visual impairment,
including the elderly. Banks also provide simplified ATM cards, which simplify the options available at the
ATMs, reduce the steps needed for cash withdrawal and display larger fonts on the screen. The cards are
designed to help the elderly and other customers in need to operate ATMs more easily.
Besides, the HKMA has observed some fintech services that can provide convenience to customers
(including the elderly) and assist them to access basic financial services easier. For example, a major retail
bank in Hong Kong launched a finger vein authentication service in its branches and ATMs, to facilitate
the customer authentication process. Customers are only required to put their fingers on sensors set up at
branches and ATMs for authentication. After the customers are successfully authenticated, they can
perform cash withdrawals, account balance enquiries and conduct transactions. Passwords or signatures
are not required during the process. This service makes it easier for the elderly who may have the difficulty
in memorising passwords to access banking services, particularly via ATMs.
As to the online securities trading, the SFC introduced the two-factor authentication (2FA) in September
2017 where all licensed intermediaries, have to adopt for all online securities trading transactions. The
investors have to provide their personal login ID and password as the first step of authentication. Then the
investors have to input a one-time password provided by the intermediaries through SMS or security token
as the second step of authentication. Other forms of authentication such as biometric authentication or

54 
digital certificates are also accepted. The 2FA serves as a deterrent and provides security measures for
online trading.
In the United Kingdom, the Financial Conduct Authority has run regtech “tech sprints” specifically to
encourage the development of financial products and services designed to help more vulnerable
consumer, such as older people.79
Box 4. Supporting digital capability of older people

In addition to technology driven product innovation, a number of jurisdictions are supporting efforts to
improve the digital capability of older people through education and training programmes, often as part
of overall financial literacy efforts. For example:
In Germany, in cooperation with an organization for elderly citizens BaFin takes part in a “digital
regulars’ table”. This event takes place as a public webinar, allowing consumers – in this case elderly
people – to address questions directly to BaFin experts, for example, questions about new
developments in digitalisation in the banking sector or the risks of fraudulent activities that consumers
need to be aware of.
In Israel, an education and training programme for older people, known as E-Banking Empowerment,
is an annual initiative of the Bank of Israel, in conjunction with the Ministry for Social Equality and the
Association of Banks in Israel, is held around the country. The objective of the programme is to help
senior citizens adjust to e-banking and to give them tools to improve their skills in using e-banking
services.
In Korea, efforts are in place to tackle low digital capability and improve accessibility through the use
of large fonts on mobile apps for example.
In Portugal, the Portuguese National Plan for Financial Education, which is led by the three financial
supervisors with the coordination of Banco de Portugal, aims to promote the financial literacy of the
Portuguese population. One of its objectives for the period 2016-2020 is to deepen knowledge and skills
in the use of digital financial services, namely by raising public awareness on digital financial services
and security rules and on the risks in the use of those services, such as easier access to credit and
impulse buying.
In addition, the Banco de Portugal has in place a digital financial literacy strategy, included in its
Strategic Plan for 2017-2020, aiming at empowering bank clients on digital financial services,
enlightening them on a secure use of digital channels and raising awareness on digital financial
products’ features and risks.
In the Slovak Republic, improving digital literacy is one of the topics covered by the National
Programme of the Active Ageing 2014-20.
In the Russian Federation, free digital/computer lessons are available to older people throughout all
regions of Russia, delivered through social services branches, state libraries and state universities and
colleges, to improve digital capability.
In Turkey, the BRSA has taken measures to support consumers with low digital capability and financial
literacy, in particular to protect them from financial scams.
79
Questionnaire response from United Kingdom, January 2019

 55
6.6 Financial scams and frauds
Financial scams and frauds represent one type of elder financial abuse. There are many types of scams
and frauds that prey on consumers, ranging from dating and romance scams, inheritance scams to prize
winning or lottery scams. The survey was concerned with “financial” scams and frauds, which broadly
cover attempts to trick people into putting money into a false or fake financial opportunity.
Reported losses to financial scams and frauds are significant. For example, in Australia A$340 million in
financial losses was reported in 2017, of which investment scams was the highest reported losses of
A$64.6 million.80
While scams and frauds target people of all ages, the risks of loss as reported tend to be greater for older
people. A study into senior investor vulnerability by IOSCO in 2018 found that there was the nearly
unanimous view among participating securities regulators that senior investors were at greater risk than
other investors of losing money to fraud or being taken advantage of by others, with none disagreeing with
the proposition.81
The same 2017 report from Australia referred to above found that the age with the highest reported losses
was 55-65 years old, followed by 65+.82 Explanations for this include the fact that older people hold more
accumulated wealth and have more to risk when presented with a convincing scam.83 This accumulated
wealth also includes retirement savings generally accumulated over many years in the workforce, which
are attractive to fraudsters and contribute to the vulnerability of older people (not least because there is no
ability to replace the accumulated savings if lost). Research by the UK Financial Conduct Authority found
that 30% of people approaching retirement age received unsolicited approaches about pensions or
investments in the last 12 months.84
Similarly, a 2019 report by the US CFPB Office of Financial Protection for Older Americans looking at
Suspicious Activity Reports (SARs) filed by financial institutions relating to financial exploitation of older
customers by perpetrators ranging from online scammers to family members, found that:
 SAR filings on elder financial exploitation quadrupled from 2013 to 2017.
 In 2017, financial institutions filed 63,500 SARs reporting elder financial abuse.
 Older adults ages 70 to 79 lost on average $43,300. And when the older adult knew the suspect,
the average loss was even larger–about $50,000.85
Consistent with the other findings above, the report noted that the SARs filed were likely to represent only
a small fraction of the estimated 3.5 million incidents of elder financial exploitation in 2017.86
80
Targeting scams, Report of the ACCC on scams activity 2017, Australian Competition and Consumer Commission,
May 2018
81
Senior Investor Vulnerability, IOSCO, March 2018
82
Ibid, page 1
83
Ibid, page 11
84
Financial Lives Survey, Financial Conduct Authority, 2017
85
Suspicious Activity Reports on Elder Financial Exploitation: Issues and Trends, Office of Financial Protection for
Older Americans, CFPB, February 2019
86
Ibid, page 12

56 
Respondents were asked to nominate the most common types of financial scam targeting older persons
in their jurisdiction (up to five). As can be seen from Figure 11, the most common type of financial scam
across 29 responding jurisdictions were fake investment opportunities (47%), followed by phishing scams
(37%), fake prizes and lottery scams (37%), Ponzi schemes (23%) and advanced fee frauds (23%).
Figure 11. Q22 Please indicate the most common type of financial scam targeting older persons in
your jurisdiction (up to 5).
N=29
In terms of specific measures to protect older persons and tackle financial scams, 21 jurisdictions
responded that there were specific measures in place in their jurisdiction, compared to six that did not. In
many cases, informing and educating consumers to spot and avoid financial scams was part of an overall
financial education strategy or communication campaign, often run in conjunction with other relevant
organisations. In others, additional measures were in place including dedicated reporting channels, while
in some jurisdictions, technological solutions to detect and intercept potentially fraudulent activity are being
explored.
For example:
In Australia, Scamwatch is a dedicated website run by the Australian Competition and Consumer
Commission, which provides information to consumers and small businesses about how to recognise,
avoid and report scams.87
In Brazil, the Dial-100 (Disque 100) system was established to provide a universal, easy-to-remember
telephone number for older people to report abuse (as well as an email and web portal). Calls are directed
87
www.scamwatch.gov.au

 57
to the relevant authority responsible for the issue, without the caller having to look up specific contact
information.
In Canada, the Canadian Anti-Fraud Centre has provided a toll free number since 1995 for older persons
to call and report their victimization involving mass marketing financial fraud. When the older person calls
the CAFC they are given advice, referrals, and fraud prevention and awareness education from the CAFC
front line staff. The older person may receive, or can request, a follow-up call from a CAFC Senior Support
Unit (SSU) senior volunteer. The SSU has been in operation since 1997 and has been honoured for its
service and support. The CAFC also undertakes fraud prevention and awareness education, including
presentations to senior groups in some locations.
In Canada, the Canadian Bankers Association provides useful fraud prevention tips on credit card fraud,
debit card fraud and identify theft, which are specifically geared towards seniors. 88
In Quebec, Canada, in addition to participating in the Governmental Action Plan to Counter Elder Abuse,
over the last 10 years, the AMF has developed partnerships with leading seniors’ associations to offer
fraud prevention conferences and participate in seniors’ fairs throughout the province of Quebec each year.
The AMF has produced information brochures on avoiding financial scams and also provides information
via its website on for consumers on preventing elder financial abuse. 89
In Germany, local police services run training for older people about how to spot and prevent common
frauds and scams.
In Hong Kong, China, the Hong Kong Police Force implemented the Senior Police Call (SPC) scheme in
February 2014 to enhance communication with elderly through proactive engagement and to promote
crime prevention.90 Since 2015, the Hong Kong Police Force and the Investor and Financial Education
Council have trained older people under the SPC as ambassadors to disseminate educational messages
on financial management and scams prevention to elderly. Through this peer-to-peer engagement, it is
easier to reach out to the elderly and deliver the messages that prevent them from falling victim to financial
scams. A decrease of deception-related cases involving the elderly was observed between 2014 and 2017
(a decrease from 18.8% of cases in 2014 to 7.9% in 2017).
In Indonesia, OJK conducts financial education programmes to improve financial literacy, including
programmes targeted at older people, with the objective of raising awareness of potential financial scams
and how to deal with them.
In Italy, the Ministero dell’Interno runs information campaigns designed to make vulnerable people,
including older people, aware of the risks of financial scams.91
88
https://cba.ca/protecting-canadians-from-fraud
89
https://lautorite.qc.ca/fileadmin/lautorite/grand_public/publications/consommateurs/prevention-fraude/soyez-a-
votre-affaire_an.pdf;
90
https://www.police.gov.hk/ppp_en/11_useful_info/spc.html
91
Questionnaire response from Italy, January 2019

58 
In Japan, a range of organisations, including local finance bureaux, Councils for Financial Services
Information, consumer centres and police departments, provide information for older people about financial
scams via lectures and websites.92
In Korea, approaches to tackle financial scams and frauds targeting older people including introducing
additional criminal penalties for voice phishing and the use of AI apps to block phone numbers and illegal
websites used for purpose.93
In the Russian Federation, banks distribute SMS alerts to customers warning them not to reveal
passcodes, passwords of PINs and warnings and alerts are increasingly being displayed on ATM screens.
In the United Kingdom, the Financial Conduct Authority runs a communications campaign, Scamsmart,
aimed at educating and warning older people against investment fraud. 94
In the United States, the Consumer Financial Protection Bureau offers an online Elder Fraud Prevention
and Response Networks Development Guide, which is intended to help bring together local community
stakeholders to collaborate in the fight against elder financial exploitation and fraud. It provides step-by-
step resources to help stakeholders form or enhance existing networks and increase the community’s
capacity to prevent and respond to this crime. It also offers planning tools, templates, and exercises to
help stakeholders complete key tasks in the creation of a new network or to refresh or expand an existing
one.95
6.7 Complaints handling and redress
Effective complaints handling and redress mechanisms are a critical part of an overall financial consumer
protection framework, as set out in the High-Level Principles. Ensuring easy access to such mechanisms
is an important part of their effectiveness, including for consumers who may find navigating them more
difficult, for example due to impaired cognitive function. Respondents were therefore asked if there were
specific measures to support older people, or those acting on their behalf, to make a complaint or seek
redress relating to financial products or services. Half of respondents said that such measures were in
place in their jurisdiction, as can be seen from Figure 12.
92
93
Questionnaire response from Korea, January 2019
94
http://scamsmart.fca.org.uk/
95
www.consumerfinance.gov/ElderNetworks

 59
Figure 12. Q24: Are there any specific measures to support older persons, or those acting on their
behalf, to make complaints or seek redress relating to financial products or services?
N=30
For example:
In Brazil, the law provides priority for older people, or those acting on their behalf, in bringing any judicial
or administrative procedure. In terms of complaints falling within its jurisdiction, the Securities and
Exchange Commission of Brazil (CVM) maintains a dedicated communication channel for older investors,
who receive priority attention in relation to processing their complaint.
In Canada, the Senior Support Unit of the Canadian Anti-Fraud Center assists older people by explaining
the dispute resolution process and providing referrals to ombudsman services, external complaints bodies
or other agencies that may be able to assist. And while external complaints bodies not offer specific
services to older people, they are aware that they may constitute a vulnerable population.
In Costa Rica, the Law of the Ombudsman of the Republic, No. 7319, Article 11 provides that "the
Ombudsman of the Republic shall have an official appointed for the protection of the elderly person”.
Among other things, the Ombudsman office must be open twenty-four hours a day, every day of the year,
and be responsible for ensuring non-discrimination and preferential treatment of older people in the
institutions of the State and in the provision of public services, as well as any other situation or complaint
relating to this group of the population.
In Germany, BaFin runs a special, free-of-charge consumer helpline. Helpline staff answer consumers’
questions or explain the measures available if consumers want to settle a conflict out of court with financial
service entities. There is also a sign language phone service for the deaf and people with hearing
difficulties. The consumer helpline offers also “co-browsing”, a feature that allows consumer helpline
advisers to navigate to websites together with callers.

60 
In Japan, while there are no specific measures relating to older people, the FSA’s Counselling Office for
Financial Services Users is able to assist consumers with questions or complaints and refer them to the
appropriate channel.96
In Mauritius, the Welfare and Elderly Persons’ Protection Unit of the Ministry of Social Security receives
complaints from older people who are in need of protection or assistance. 97
In Portugal, the CMVM operates a dedicated area for investors on its website, where they can find support
in the form of alerts, FAQs etc., as well as a helpline for investors. This helpline is often used by older
people, particularly those seeking assistance with making a complaint.
96
97
Questionnaire response from Mauritius, January 2019

 61
7 Conclusions and policy

considerations
Based on the analysis of the findings and research outlined above, informed by the experience and
approaches of respondents to the questionnaire, this section sets out a number of conclusions and policy
considerations for policy makers and oversight authorities. These policy considerations are designed to
promote good outcomes for older people in relation to financial products and services, and in turn, promote
trust and confidence in the financial system.
As noted above, the data which informed the development of this report were gathered before the outbreak
of the COVID-19 pandemic, and this report does not seek to put forth conclusions specifically about the
longer implications of the pandemic, which are not yet known. That said, many of the general conclusions
and policy considerations below are still relevant to consideration of financial consumer protection of older
people in the context of COVID-19.
7.1 G20 Fukuoka Policy Priorities
As noted above, the research conducted for this report also informed the development of the G20 Fukuoka
Policy Priorities published by the Japanese G20 Presidency in June 2019. The Policy Priorities are
therefore equally relevant in the context of this report.
The eight Policy Priorities set out aim to help policy makers, financial service providers, consumers and
other actors in the real economy to identify and address the challenges associated with ageing populations
and the global increase in longevity discussed above. They reflect policies and practices to improve the
outcomes of both current generations of older people and future generations. The Policy Priorities:
 Use data and evidence: use various sources of data and evidence to show which policies are
working and identify what else needs to be done.
 Strengthen digital and financial literacy: aim to provide everyone with practical skills and
knowledge to manage in a changing financial landscape.
 Support lifetime financial planning: develop programmes and products to encourage long-term
plans.
 Customise - address the diverse needs of older people: create products and services that are
tailored to the range of needs of older people.
 Innovate - harness inclusive technologies: make the most of technologies in developing
financial products, protecting consumers and delivering financial education.
 Protect - tackle financial abuse and fraud of older people: identify problems quickly and use
multi-pronged approaches to prevent older people from becoming victims of financial abuse or
fraud.
 Encourage stakeholder engagement - a multi-sectoral approach: work with different sectors
to ensure a consistent and comprehensive approach towards financial inclusion.
62 
 Target key audiences - address vulnerabilities: consider the needs of groups who may be
vulnerable or underserved.
7.2 Policy considerations relating to financial consumer protection
In addition, the following additional conclusions and recommendations may be drawn relating specifically
to financial consumer protection.
Consider the development of a holistic strategy
Regardless of the regulatory powers or responsibilities relating to older people, there can be significant
advantages in policy makers and oversight authorities developing a holistic strategy for responding and,
where relevant, proactively addressing issues impacting older people. Such a strategy allows multiple
functions to be effectively coordinated, such as conduct supervision of financial intermediaries who advise
or otherwise deal with older people; enforcement of breaches; and financial literacy or communications
initiatives targeted at older people or those who are responsible for managing their financial affairs. Having
a strategy in place also indicates that tackling the vulnerabilities of older people is a priority both within the
organisation and to market participants and the public alike. Such a strategy could also extend beyond the
oversight authority itself and include other stakeholders, such as industry participants, researchers and
other organisations responsible for the wellbeing or protection of older people.
Develop an evidence-based understanding of the needs, preferences, risks and

vulnerabilities of older people through research …
While as noted old age is not of itself a cause of vulnerability in terms of financial exclusion, there are risk
factors that are more likely to affect older people than the population in general, in particular the increased
risk of physical and cognitive decline. These factors have a significant impact on consumers’ ability to
engage effectively with financial products and services and also their vulnerability to exploitation. It is
advantageous to develop a good understanding of these risks and vulnerabilities, within the context of
individual jurisdictions, based on research and expert advice, and what they mean in terms of the needs
of older people. This allows regulatory and supervisory efforts to be appropriately targeted and discussions
with industry about what is need to be properly informed.
… and by talking and listening to older people and their representatives
It is important that financial consumer protection authorities have mechanisms for consulting with
consumers themselves so as to properly understand their needs, preferences, risks and vulnerabilities.
Policy makers and oversight authorities should ensure that they hear the voice of older people in terms of
their policy making and targeting of regulatory and supervisory efforts. This could involve setting up direct
consultation channels such as town hall meetings or roundtables and/or including organisations
representing older people in formal consultation processes such consumer panels or advisory committees.
In addition, financial consumer protection policy makers and oversight authorities should liaise with other
Government departments or agencies that have frontline contact with older people and can therefore
provide valuable input on their needs and vulnerabilities.
Agree and adopt a definition of elder financial abuse to support data collection
As set out above, one of the main challenges in collecting data relating to elder financial abuse is the lack
of an agreed definition. At the same time, in many jurisdictions there is no accepted definition. Data

 63
collection, underpinned by consistent terminology, is essential to understanding the scope of the problem
and developing evidence-based responses. Jurisdictions should therefore consider agreeing and adopting
a definition of elder financial abuse that can be used consistently by all relevant agencies and
organisations. Jurisdictions could either develop their own definition based on jurisdictional circumstances,
or use that of the World Health Organisation which defines elder financial abuse as illegally misusing an
older person’s money, property or assets.
Coordinate financial literacy and communication campaigns in the fight against financial
scams and frauds, and consider other approaches as well
In many jurisdictions, a major part of the response to financial scams and frauds is financial literacy and
consumer communication campaigns. This is not surprising given the perpetrators of such financial scams
and frauds are not licensed or authorised and may not even be based in the jurisdiction, creating
challenges for law enforcement and underlining the importance of public awareness as a line of defence.
Such campaigns are likely to be more effective when such campaigns are coordinated with a range of
players, including other law enforcement agencies, financial services industry participants, other
touchpoints for older people such as utility companies, medical services and transport providers, and
community organisations for older people. Such financial literacy and consumer communication campaigns
can be supplemented with other approaches to enhance the fight against financial scams and frauds. For
example, dedicated and well-promoted reporting channels may aid law enforcement as well as assisting a
better understanding of the prevalence and nature of such activity. There is also a role for technology and
for financial institutions (see below).
Consider how suitability obligations should take into account specific needs and
vulnerabilities of older people
In most jurisdictions, suitability obligations are the cornerstone of ensuring that the provision of financial
and investment advice and any financial product recommended is suitable to the consumer.
These obligations generally require an assessment to be made to ensure that the financial advice meets
the needs, objectives and personal situation of the consumer. In some jurisdictions, there are explicit
requirements relating to taking the age of the consumer into account or enhanced requirements relating to
certain products, while in others consideration of age is implicit in the suitability process. Regardless of the
approach, it is recommended that policy makers and oversight authorities responsible for regulating
financial advice standards, in consultation with industry, give consideration to what “good” looks like in
terms of fulfilling suitability obligations in relation to financial or investment advice to older people, taking
into account jurisdictional circumstances and sharing policy guidance as to these expectations.
Consider how responsible lending obligations should take into account specific needs
and vulnerabilities of older people
Similar to suitability obligations for financial and investment products, responsible lending obligations,
including assessment of capacity to repay, underpin many regimes governing the provision of credit to
consumers.
Given longer lifespans, it is important that older people are able to access credit in order to achieve their
goals and objectives. Responsible lending obligations, whether regulatory or self-regulatory in nature,
should not act to unduly restrict access to credit for older people. At the same time, it is important that such
credit is provided responsibly, taking into account the situation of older people, which may not include
regular income from work.

64 
Given the specific function of reverse mortgages, their role in freeing up capital for older people who may
be cash-poor balanced against the potential risks arising, it is recommended that policy makers and
oversight authorities consider how responsible lending requirements apply to such products.
Take a consumer-centric approach to the design and distribution of financial products

for older people
As noted above, there are various measures aimed at ensuring the governance and oversight of financial
products to ensure that they meet the needs of the target audience. It is important to ensure that financial
products are available and accessible to older people and that they meet their needs. In some cases, this
could mean reviewing age-based limits on existing financial products, such as credit facilities or insurance
products, to ensure they are still appropriate in light of increasing life expectancy. In other cases, it could
mean reviewing whether financial products designed for older people do not comprise intrinsic features
which themselves mean the products may not be fit for purpose. For example, as described in the findings
above, reverse mortgages play a potentially important role in a number of jurisdictions in terms of freeing
up capital for older people who may have limited sources of income. Taking a consumer-centric approach
to the design of such products could mean limits on amounts that may be borrowed, requirements relating
to seeking independent advice, reviewing marketing and disclosure requirements, or considering product
controls that prevent negative equity situations from arising.
Consider the role of fintech
In an environment characterised by ever-increasing digitalisation, technology has an important role to play

in ensuring existing financial products and services and distribution channels meet the needs of older
people, and in developing new ones. Many policy makers and oversight authorities explicitly seek to
facilitate technology driven innovations in the market they regulate via regulatory sandboxes or innovation
hubs. Initiatives to support digital capability of older people are important. In addition, oversight authorities
could facilitate or call for tech-sprints or similar initiatives with the specific purpose of addressing the risks
and vulnerabilities faced by some older people and developing age-friendly products or services that
accommodate the lower levels of digital capability of many older people.
Work with financial institutions to help protect older people
As outlined in the report above, financial institutions have an important role to play in helping to ensure
that the interests of older people are protected because they are closer to their experience in terms of
communication and transactions. In addition to regulatory and supervisory measures, there is an important
role for self-regulatory or industry-led initiatives to meet the needs of older people.
Policy makers and oversight authorities should therefore work with and encourage financial institutions
and industry associations to develop responses. This could include, for example, working with industry to
develop protocols for dealing with older people, ensuring that frontline staff are trained and that frontline
services, e.g. branches, are designed such that they meet their needs. It could also include coordinating
with financial institutions, particularly those with frontline contact with consumers, to train staff to be alert
to signs of elder financial abuse, e.g. multiple unexpected withdrawals from a cash account or suspicious
transactions on accounts that might be an indicator of fraudulent activity. Such self-regulatory or industry-
led initiatives could take the form of Codes of Conduct, industry charters or training programmes.
Consider options to mitigate the impact of bank branch closures
The issue of the closure of bank branches is a complex one requiring competing interests to be carefully
balanced. Subject to any statutory provisions relating to coverage, and recognising the commercial
 65
imperatives, policy makers and oversight authorities could nevertheless work with financial institutions on
a range of options to mitigate the impact of branch closures. Based on different responses deployed across
a jurisdictions, the following options could be considered:
 Encouraging consultation with communities to understand the impact of a branch closure, the need
for banking services in the area and to discuss suitable alternatives, to inform a decision about
whether to close a branch.
 Encourage the use of replacement services such as mobile branches delivered via accessible
vehicles such as buses.
 Work with other service providers, such as post offices or supermarkets, to develop agency
banking services in regional and remote areas.
 Invest in education and training programmes to develop the digital capability of older people and
teach them how to do online or mobile banking and other forms of digital transactions.
Ensure complaints handling processes are easily accessible to older people and their
representatives
Easy access to complaints handling processes are an essential part of financial consumer protection.
Policy makers and oversight authorities should ensure that such complaints handling processes, including
complaints to firms, complaints to external dispute resolution mechanisms and complaints to regulators
and supervisors, are accessible to older people. This could mean providing assistance to older people to
make their complaint and ensuring that channel preferences of older people are available. It could also
mean ensuring that the existence of such processes is widely promoted to older people and their
representatives for example by awareness-raising initiatives.

66 
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and Social Value in the US
AARP Public Policy Institute (2016) Banksafe Initiative: a comprehensive approach to better serving and
protecting consumers
Age UK (2016) Age-friendly banking: what it is and how to do it
Alzheimer’s Disease International (2018) World Alzheimer Report 2018
Australian Competition and Consumer Commission (2018) Targeting scams, Report of the ACCC on
scams activity 2017
Banque de France Annual Report 2017
Canadian Bankers’ Association (2019), Voluntary Commitments and Code of Conduct for the Delivery of
Banking Services to Seniors
Code of Banking Practice, Hong Kong, China
Consumer Financial Protection Bureau (2015), A Closer Look at Reverse Mortgage Advertisements and
Consumer Risks
Demirgüç-Kunt, Asli, Leora Klapper, Dorothe Singer, Saniya Ansar, and Jake Hess (2018) The Global
Findex Database 2017: Measuring Financial Inclusion and the Fintech Revolution.
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room/fact-sheets/detail/elder-abuse
Financial Conduct Authority (2017) Financial Lives Survey
G20 / GPFI (2019) G20 Fukuoka Policy Priorities on Aging and Financial Inclusion
G20 / OECD (2011) High Level Principles on Financial Consumer Protection
GPFI (2017) G20 Financial Inclusion Action Plan, Global Partnership on Financial Education July 2017
Harvard College (2016) Joint Center for Housing Studies of Harvard University, Projections & Implications
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OECD/INFE (2018) Toolkit for Measuring Financial Literacy and Financial Inclusion
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Suspicious Activity Reports on Elder Financial Exploitation: Issues and Trends
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ownership: implications for older Australians, AHURI Final Report 319, Australian Housing and Urban
Research Institute Limited, Melbourne,
United Nations (2017) Changing population age structures and sustainable development,
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United Nations (2019) World Population Ageing 2019
World Bank Group (2017) Good Practices for Financial Consumer Protection

68 
Annex A. Questionnaire on Financial Consumer

Protection and Ageing
SECTION 1: RESPONDENT DETAILS

Authority/institution(s) responding to questionnaire:
Jurisdiction (i.e. country, economy or region):
Contact name:
Email address:
Phone number:
SECTION 2: OLDER PERSONS

2.1 Is there an accepted definition of “older person(s)”, “senior(s)” or “elderly” in your jurisdiction?
YES / NO
If YES, please provide details:
2.2 Which of the following factors do you think most contribute to making some older persons vulnerable
/at risk of financial exclusion (select up to 5)?
Factor Relevant to vulnerability?
Cognitive decline
Physical decline (including eyesight, hearing, reduced mobility etc.)
Social isolation
Behavioural biases, such as overconfidence
Low digital capability
Low financial literacy
Reliance on family members
Reliance on financial professionals
Lack of appropriate financial products for the needs of older persons
Reduced ability to rebuild financial losses over years by earning income
Living on a fixed income/pension/annuity
Difficulty accessing credit
Difficulty accessing financial advice
Lack of specialised training or knowledge by financial professionals for dealing with
older persons
Other – please specify

 69
2.3 Is there any data or research in your jurisdiction relating to issues affecting older persons and financial
products and services/financial inclusion of older persons?
YES / NO
If YES, please provide details. Where possible provide a link to the source(s):
2.4 Is the Aging Population (and related issues) a public policy issue in your jurisdiction?
YES / NO
If YES, please provide brief details:
SECTION 3: ELDER FINANCIAL ABUSE

3.1 Is there an accepted definition of “elder financial abuse” in your jurisdiction (i.e. different to the definition
provided above)?
YES / NO
If YES, please provide details:
3.2 Is there any data or research available in your jurisdiction relating to the prevalence of elder financial
abuse?
YES / NO
If YES, please provide details. Where possible, please provide a link to the source:
3.3 What do you consider the main challenge(s) to be in collecting data or doing research relating to elder
financial abuse? Please select up to 5.
Challenge
No accepted definition of elder financial abuse
No agency responsible for data collection
Under-reporting of incidents
Incidents go unnoticed
Incidents not characterised as elder financial abuse
No clear reporting channels
No data collection being undertaken
No research being undertaken
Other, please specify

70 
SECTION 4: FINANCIAL CONSUMER PROTECTION APPROACHES

Legal, Regulatory and Supervisory Framework
4.1 Are there any laws or regulation in place specifically relating to financial consumer protection for older
persons, including elder financial abuse in your jurisdiction?
YES / NO
If NO, how are issues relating to elder financial abuse addressed in your jurisdiction’s framework for
financial consumer protection?
Role of Oversight Bodies

4.2 Does the statutory oversight body or bodies responsible for financial consumer protection in your
jurisdiction have specific powers, responsibilities and/or a strategy for addressing issues relating to older
financial consumers?
YES / NO
4.3 Do any of the following have a role/responsibility for addressing financial consumer protection/financial
inclusion issues relating to older persons (i.e. in addition to the statutory oversight body)?
Body Name Role/responsibility
Financial services self-regulatory
organisation(s) or industry association
YES / NO
If YES
Government department
YES / NO
If YES
Statutory agency dedicated to issues for
older persons
YES / NO
If YES
Other organisation dedicated to issues for
older persons?
YES / NO
If YES
Disclosure and transparency

4.4 Are there specific rules or guidance relating to disclosure requirements in relation to financial
transactions with older persons?
YES / NO
If YES, please provide details (please provide example(s) if relevant):

 71
Equitable and fair treatment & Responsible Business Conduct

4.5 Are there any rules, guidance or other regulatory measures that apply to frontline staff (e.g. bank branch
staff) in their dealings with older persons?
YES / NO
If YES, please provide brief details. Please include one or more examples if possible, including details of
why the measure is considered effective.
4.6 Are there any self-regulatory or industry-led initiatives (e.g. training programmes) that apply to frontline
staff (e.g. bank branch staff) in their dealings with older persons?
YES / NO
4.7 Are there any rules, guidance or other regulatory measures that apply to the giving of financial advice
to or the management of financial assets of older persons?
YES / NO
4.8 Are there any self-regulatory or industry-led initiatives (e.g. training programmes) that apply to the
giving of financial advice to or the management of financial assets of older persons?
YES / NO
4.9 Are there any rules, guidelines or other measures relating to the design and distribution of financial
products targeted at older persons?
YES / NO
If YES, please provide brief details (including examples if relevant):
4.10 Are you aware of any financial products designed to address factors that may make older persons
vulnerable?
YES / NO
If YES, please provide brief details (including examples if relevant)
4.11 Are there issues or concerns in your jurisdiction relating to the following types of access to financial
products and services by older persons?
Physical access e.g. availability of bank branches?
72 
YES / NO
IF YES, are there any measures or initiatives in place to address this concern (e.g. relating to closure of
bank branches)?
Difficulty accessing appropriate financial products or services, e.g. availability of certain types of credit or
insurance, financial advice?
YES / NO
If YES, are there any measures or initiatives in place to address this concern?
Barriers due to low digital capability e.g. difficulty accessing financial products or services online?
YES / NO
If YES, are there any measures in place to address this concern?
4.12 Are you aware of technological or other innovations in your jurisdiction designed to help to protect or
support older persons in their financial dealings and/or the development of financial products?
YES / NO
Protection of consumers’ assets against fraud and misuse

4.13 Is there any data or research available in your jurisdiction relating to financial frauds/scams targeting
older persons (including comparison with the rest of the population)?
YES / NO
If YES, please provide brief details (including a link to the source if possible):

 73
4.14 Please indicate the most common types of financial scam targeting older persons in your jurisdiction?
Please select up to 5.
Type of financial scam Targeting older persons?
Ponzi-schemes
Phishing
Advance-fee frauds
Fake prizes or lottery scams
Fake IPO
Fake ICO
Fake brokerage services
Fake investment opportunity
Homeowner/reverse mortgage fraud
Scams involving the release (“cashing out”) of pension or other retirement savings
Other – please specify
4.15 Are there any measures are in place to protect older persons from financial scams?
YES / NO
Complaints handling and redress

4.16 Are there any specific measures to support older persons or those acting on their behalf, to make
complaints or seek redress relating to financial products or services?
YES / NO
Other
4.17 Are there any other relevant policy issues or measures relating to financial consumer protection and
older persons that are not already addressed in the questionnaire?
YES / NO
THANK YOU FOR COMPLETING THE QUESTIONNAIRE

74 
Annex B. Respondents to Questionnaire on

Financial Consumer Protection and Ageing,
December 2018-January 2019
Jurisdiction (i.e. country,

Name of Authority/institution(s) responding to questionnaire:
economy or region)
Australia Australian Securities and Investments Commission
Brazil Central Bank of Brazil
Securities and Exchange Commission of Brazil
Canada Department of Finance
Financial Consumer Agency of Canada (FCAC), Employment and Social Development Canada (ESDC), Public
Health Agency of Canada (PHAC), Royal Canadian Mounted Police (RCMP), Department of Justice Canada
Canada, Quebec Autorité des marches financiers
Costa Rica National Council of Supervision of the Financial System
France Autorité de contrôle prudentiel et de résolution (ACPR)
Germany Bundesanstalt für Finanzdienstleistungsaufsicht
Hong Kong, China Hong Kong Monetary Authority
India Reserve Bank of India
Indonesia Otoritas Jasa Keuangan - Consumer Protection Department
Israel Bank of Israel, Banking Supervision Department
Capital Markets, Insurance and Savings Authority - CMISA, The Ministry for Social Equality, Fair Trade Authority
Italy Bank of Italy/Consob (consolidated response)
Japan Financial Services Agency
Luxembourg Commission de Surveillance du Secteur Financier
Mauritius Consolidated version (Bank of Mauritius, Mauritius Bankers Association Limited, Financial Services Commission,
Ministry of Social Security, National Solidarity and Environment and Sustainable Development)
Netherlands Authority for the Financial Markets (AFM)
Peru Superintendence of Banking, Insurance and Private Pension Funds
Portugal Banco de Portugal
Republic of Korea Financial Services Commission
Russian Federation Ministry of Finance / Consumer Protection Service (Rospotrebnadzor)
Saudi Arabia Saudi Arabian Monetary Authority
Slovak Republic Ministry of Finance of the Slovak Republic
South Africa Financial Sector Conduct Authority
Spain General Secretariat of the Treasury and Financial Policy, National Securities Market Commission and Bank of
Spain
Switzerland Swiss Federal Department for Finance, State Secretariat for International Finance
Turkey Republic of Turkey Ministry of Treasury and Finance
United Kingdom Financial Conduct Authority
United States US Treasury

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FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

3 Scope and methodology 15

4 Overview of the ageing population 17

6 Financial Consumer Protection and related policies and approaches 34

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

6.4 Equitable and fair treatment and responsible business conduct 38

7 Conclusions and policy considerations 61

Figure 4. Average financial literacy score 26

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

Box 3. Asset rich, cash poor – reverse mortgages 50

Box 4. Supporting digital capability of older people 54

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FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

2.2 International Financial Consumer Protection Organisation (FinCoNet)

2.3 Promoting financial well-being: the inter-relationship between financial

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

2.4 Global Partnership on Financial Inclusion

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

2.5 Japanese G20 Presidency 2019

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

3 Scope and methodology

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

 Information about elder financial abuse.

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

4 Overview of the ageing population

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

5 Issues and concerns relating to the

5.1 Ageing Population as a Public Policy issue

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FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

5.2 Definitions of “older person”

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5.3 Factors which make some older people vulnerable

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

Lower digital capability

Lower financial literacy

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

Figure 4. Average financial literacy score

Source: Reanalysis of available data collected for OECD (2017).

FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

5.4 Elder Financial Abuse

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FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020

Access and availability of bank branches

Access to financial products

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Barriers due to low digital capability

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6 Financial Consumer Protection and

6.1 Legal, regulatory and supervisory frameworks

6.2 Role of oversight authority

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FINANCIAL CONSUMER PROTECTION AND AGEING POPULATIONS © OECD 2020